Service Engineer

GENERAL JOB DESCRIPTION:

The Service Engineer shall assist the Service Supervisor/Service Manager in executing the day-to-day operation of the Service and After-sales Department, rendering the following duties and responsibilities:

A. ADMINISTRATIVE FUNCTIONS

1. Managing the service activities of all equipment operating within the area of jurisdiction and ensuring that all forms of servicing (scheduled and emergencies) are executed and completed within the schedule/target response times.

2. Regularly coordinating with Head Office Service Base and Service Teams) under his jurisdiction regarding the day-to-day service activities.

3. Managing the activities of the Service Team(s) under his jurisdiction

a. Reviewing the validity and scope of service job order requests and recommending for approval by Superior(s)

b. Reviewing all service documents, prior dispatch

b1. pre-dispatch checklist;

b2. vehicle inspection checklist;

b2. service report;

b3. equipment inspection checklist;

b4. customer feedback form;

b5. parts/items delivery receipt/ invoice b6. other documents/forms that may be necessary;

c. Scheduling of manpower, vehicle, and equipment assignments for each service job order

d. Reviewing the preparation of parts, lubricants, and other materials;

e. Ensuring the completeness of all preparations prior the actual dispatch of Service Personnel/Team(s).

f. Reviewing the validity and accuracy requests for travel order, budget and fuel.

4. Regularly monitoring the Service Personnel/Team(s)' status while on service dispatch and reporting the same to the Superiors, until the job assigned is completed.

5. Reviewing the service reports and executing follow-up actions with Customer, Service Personnel/Team(s), Superior(s) and other Departments, and ensuring the full and satisfactory completion of all outstanding service jobs within the target timelines.

6. Ensuring the proper filing and safekeeping of all service documents and technical references.

7. Managing the Service Information and Database of all operating equipment (warranty, service agreements, non-warranty units) within the area of jurisdiction, including but not limited to:

a. equipment population;

b. equipment operating information

c. equipment service history

d. Service Department organization and manpower roster; and

ensuring the accuracy of all information, through the combined use of the technology and conventional methods.

8. Forecasting the parts/materials requirement of pipelined service schedules within the area of jurisdiction and recommending for the purchasing or stocks replenishment.

9. Regularly reporting to the Superiors on the day-to-day operational matters and service concerns within his area of jurisdiction.

B. TECHNICAL SUPPORT FUNCTIONS

1. Leading, supporting, and assisting the Service Personnel/Teams) within the area of jurisdiction, and recommending for appropriate personnel action or disciplinary measures when necessary.

2. Inspecting project sites and coordinating with customers regarding service/technical

matters.

1. Testing, commissioning and servicing of Company-supplied equipment.
2. Reviewing the service reports and executing follow-up actions with Customer, Service Personnel/Team(s), Superior(s) and other Departments, and ensuring the full and satisfactory completion of all outstanding service jobs within the target timelines.
3. Analyzing the technical aspects of each service job order and recommending the necessary plans of action to obtain full and timely completion of all service job orders.
4. Validating the accuracy and ensuring the timely submission of equipment delivery reports for warranty registration.
5. Validating the accuracy of the investigation and documentation of warranty claims, and ensuring the timely submission of the same to Principal.
6. Validating the accuracy of quotations, scope of work and prices for service, parts, and service agreement quotations.
7. Coordinating with Equipment Principals re service and technical support matters, including, but not limited to:
   
   a. warranty;
   
   b. training; and
   
   c. technical bulletins
8. Preparing periodic and special Service Department reports and presentations.
9. Preparing technical research in line with the Service and After-sales operation.
10. Assisting in the preparation/updating of Service Department operations manual, systems and procedures.
11. Preparing training materials and assisting/conducting trainings.
12. Leading the safety programs and activities of his Teams).
13. Reviewing the manpower capabilities within the area of jurisdiction and making recommendations for personnel actions.

C. CUSTOMER SUPPORT FUNCTIONS

1. Regularly visiting and coordinating with the customers within the area of jurisdiction to promote goodwill and good customer relationship and achieve high customer satisfaction and business retention.

2. Developing and promoting genuine parts, service, maintenance contracts, revenue service jobs, and achieve high service business.

D. LOGISTICS SUPPORT

1. Leading, supporting, and assisting the Service Personnel/Teams)/directly executing:

a. inbound equipment receiving inspection and quality control checking;

b. periodic equipment stock storage maintenance and quality control checking;

c. outbound equipment pre-delivery inspection and quality control checking;

d. mobilizations for special events.

2. Monitoring of service vehicles under his jurisdiction and validating the requisitions for all maintenance and repair requirements.

3. Monitoring and validating the requisitions for replenishment of other service assets including, but not limited to:

a. Tools;

b. Materials;

C. Machineries

d. Equipment

e. PPES

f. Safety implements

E. OTHER FUNCTIONS

As the operational needs of the Company may require, the Management reserves the right to assign other duties or work instruction to the Employee, including the temporary cross-posting to other functions or Department.

QUALIFICATIONS:

- Graduate of Mechanical or Electrical Engineering course

- 2-3 years relevant experience

SKILLS/COMPETENCIES:

• Knowledge of basic technical reporting

• Knowledge and practice of advanced safety procedures

• Knowledge of detailed heavy equipment systems

• Perform/Lead in basic-advanced heavy equipment operation and maintenance

• Perform/Lead in equipment inspection (RI, PDI)

• Perform/Lead in equipment testing and commissioning

• Perform/Lead in basic advanced troubleshooting and minor-major repairs

• Scheduling of resources for service execution

• Management of wty and non-wty units in his/her AOR

• Processing of wty claim for equipment in his/her AOR

• Parts survey and service equipment analysis and coordinating with CSA for service recommendations

• Detailed technical analysis and reporting

• Customer interfacing regarding equipment servicing procedures/course of actions

• Conduct technical training

• Leading the service team in his/her AOR