Title: Field Service Engineer

Department: Field Services
Location: York, PA
FLSA Status: Salaried, non-exempt

Position Summary:

The Field Service Engineer (FSE) is an integral liaison between GEC and its customers. The FSE position is critical in maintaining good customer relations and key to executing our quality and customer service philosophy.

• Verify and qualify the customer product to the product specification. Validate the customer’s requirements/specifications and ensure quality at both CEG and the customer facility using the combined knowledge of the machine, materials used, and the customer specifications.
• Responsible for providing customer satisfaction for everyday customer issues.
• Provides technical solutions to customers during installation, warranty, or life cycle management.
• Diagnose technical problems, executes implementation of defined solutions that support the sales of services through recommending parts, service, and new machine purchases as appropriate to the customer


Responsibilities and Priorities:

• Works independently at customer locations; effectively utilizes technical authority to respond to situations; makes judgment calls regarding the $1M-$5M highly sophisticated equipment (sometimes multiple pieces) and its operation within the customer’s facility. Plays a vital role in the internal customer and on-site acceptance of the system.
• Serve as the on-site primary contact for customers concerning the machine and the customer’s operations. Consult with the customer about their requirements, auxiliary equipment, and the area’s layout before installing the machine. Maintain customer relationships through ongoing inquiries and needs regarding the machine and its production and operation.
• Train customer personnel in the operation, maintenance, and safety features of the machine and how it relates to that particular plant’s specific use and operation.
• Use discretion and independent judgment to determine justification of warranty validations considering future revenue ramifications based on limits assigned by Manager.
• Perform all electrical, pneumatic, processing, and mechanical troubleshooting and resolve any issues during start-up and customer-related service calls.
• Record on-site problems and drive the customer issue escalation process through the Service Manager, Engineering, and Management.
• Responsible for loading all systems software, establishing microprocessor communications, and set-ups machine drives with pre-set parameters and adjustments as required to establish the final required drive performance.
• Travel to customer sites as required, approximately 70% of the time, and at times with minimal notice.
• Write assembly, adjustment, and machine start-up procedures.
• Manage, distribute and file field reports; identify and categorize opportunities for internal enhancements.
• Visit customer locations to determine additional services, spare parts, equipment needed, or safety issues relating to the operation and condition of the equipment.
• Meet with customers, Sales, and Engineering to lend advice on projects during the conceptual design process.
• Generate ECNs to improve machine or system functions.
• Alert internal support team of reoccurring issues, trends, and opportunities for improvements.
• Maintain good housekeeping and follows safety rules/policies in-house and at customer locations.
• Perform all other duties as assigned.

Job Qualifications:

• Bachelor’s degree in Engineering or equivalent experience preferred
• Fluent in English
• Able to speak Spanish/French/Mandarin is a plus

• Minimum of 5-7 years of engineering, assembly, or processing experience
• Advanced knowledge of plastic processing equipment

Essential skills, behaviors:

• Advanced technical knowledge and experience of Graham equipment, processes, and applications required.

• Ability to work independently with autonomy and authority; to use discretion in making decisions based on individual circumstances.
• Ability to lead and motivate; work under rigorous circumstances.
• Ability to combine technical, sales, and project management skills.
• Good organizational skills.
• Good verbal and written communication; ability to communicate across all levels of the organization.
• Work at all times with unquestionable integrity.
• A strong commitment to Graham Engineering values

Travel required: Extensive; greater than 50%

Physical Requirements for Essential Job Functions:

• This position requires a high degree of mobility to assemble and repair machines.
• Must be able to effectively utilize various hand and power tools, computer peripherals, climb ladders, and lift up to 50 lbs. (consistently) and up to 100 lbs. (occasionally).
• Must be highly mobile to attend various meetings, assist customers, and meet with individuals on the production floor (consistently).
• The incumbent must be able to effectively communicate with employees at all levels within the organization, as well as customers and vendors (consistently).
• Regular and predictable attendance is an essential job function.


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