Sr Service Engineer

Senior Service Engineer

Company Overview

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world's leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs.

Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.

We value our people-their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We're all on the same page... even though we may get there from different perspectives. All in all, it's a pretty cool place to be and we're growing our global team of engineers, sales professionals, and creative souls.

Position Summary

As a Senior Service Engineer, you will play a crucial role in ensuring the optimal performance and reliability of our products and services. You will be responsible for providing technical expertise, leading service initiatives, troubleshooting complex issues, and mentoring junior members of the service team. The ideal candidate should possess a strong background in engineering, exceptional problem-solving skills, and a proven track record of delivering outstanding customer support.

Key Responsibilities

Technical Expertise:

• Demonstrate an in-depth understanding of the company's products, services, and their underlying technologies.
• Provide advanced troubleshooting and technical support for complex issues escalated from junior service engineers and the customer support team.
• Develop and maintain a deep knowledge of industry trends, best practices, and emerging technologies relevant to the products and services.

Service Leadership:

• Lead and participate in service initiatives aimed at improving the overall service quality, efficiency, and customer satisfaction.
• Collaborate closely with cross-functional teams, including engineering, product management, and sales, to provide valuable insights and contribute to product improvements.

Problem Solving:

• Analyze and diagnose complex technical problems, both remotely and potentially on-site, ensuring efficient and effective solutions.
• Participate in developing and implementing comprehensive troubleshooting procedures and documentation for the service team.
• Utilize advanced diagnostic tools and techniques to identify root causes and propose preventive measures.

Customer Interaction:

• Act as a senior technical point of contact for key customers, addressing their technical concerns and providing expert guidance.
• Lead technical discussions with customers to gather requirements, offer solutions, and ensure their needs are met.

Mentorship and Training:

• Provide technical guidance, mentorship, and knowledge transfer to junior service engineers, fostering their professional growth.
• Conduct training sessions for the service team and customers to enhance their technical proficiency and understanding of products and services.

Documentation and Reporting:

• Document detailed technical information, troubleshooting steps, and solutions in knowledge bases and internal documentation systems.
• Prepare and present regular reports to management, summarizing service activities, trends, and key performance indicators.

Continuous Improvement:

• Proactively identify areas for service process improvement and contribute to the development of new tools and resources to enhance the service workflow.
• Participate in post-mortem analysis of critical incidents to drive continuous improvement and prevent similar issues in the future.

Qualifications

• Experience as a Service Engineer or in a similar technical role.
• Strong analytical and problem-solving skills with a detail-oriented approach.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to lead and collaborate in a cross-functional team environment.
• Demonstrated experience in providing exceptional customer support.
• Prior experience in mentoring junior team members is a plus.
• Willingness to travel occasionally for on-site support and customer interactions.

Physical Requirements

• Sitting: Ability to be able to sit for long periods of time.
• Lifting: Ability to lift equipment and or tools up to 20 pounds.

Waterfield Tech is proud to be an equal opportunity employer.

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.