Field Service Engineer - NA

Company Overview

KPM Analytics is a global leader in scientific instrumentation, dedicated to helping companies manage product quality and brand value across diverse sectors, including food, agriculture, industry, environment, and clinical applications. Our innovative solutions empower clients to meet critical quality parameters and enhance their operational effectiveness.

Territory: North America

Duties and Responsibilities

Technical Field Support: Travel to customer sites throughout North America to perform Installation & Training of new process systems, perform preventive maintenance and repair activities on KPM brand equipment.

• The position is focused on KPM Machine Vision systems designed for the process market
• Serve as primary contact for corresponding site visits and troubleshooting; requires effective communication skills.
• Provide guidance on the proper use of KPM products, leveraging multiple communication channels.
• Maximize customer satisfaction through professional interaction with customers while working on critical issues
• Ensure technical issues are documented and solutions implemented through following established policies and procedures; accurately capture customer interactions and case details in Salesforce.
• Prepare weekly field report summaries.

Process Improvement: Function as a change agent by analyzing service quality, redesigning processes, and implementing improvements.

• Provide timely and accurate feedback to the manufacturing and engineering groups for collective analysis and trend identification.
• Responsible for continuous learning; broadening skills set on KPM products through cross-training activities, utilizing KPM Academy and in-person resources.
• Continuous learning is a way of life and ideal candidate has a passion for learning innovative technology and with a desire to deliver KPM’s product portfolio.
• Consult with other departmental and managerial personnel; improve customer service quality results by studying, evaluating, and re-designing processes.

Experience:

• 5+ years of Field Service or related field; experience supporting high-volume processing customers preferred
  

Education

• BS, Mechanical or Mechatronics Engineering, Electrical Engineering
  

Traits/Skills Required

• Develop and nurture strong relationships with KPM customers.
• Knowledge of principles and processes for providing high-quality customer service.
• Skilled with repairing, troubleshooting, installing and equipment maintenance.
• Rapid learning and application of the latest information.
• Strong knowledge of mechanical and conveyance systems, and electrical systems.
• Approach complex tasks and problems by breaking them down. Systematically compare multiple alternatives. Notices discrepancies and inconsistencies in available information.
• Excellent written and verbal communication skills.
• Ability to read/interpret technical diagrams (instrument components).
• Ability to multi-task under pressure with minimal supervision.
• Make decisions and good judgments of special situations.
• Great organizational skills.
• Ability to plan and execute travel/customer schedules.
• Ability to perform service-related tasks (parts removal/installation) at heights between 3-10m.
  

Language/Travel

• Fluency in English and Spanish is mandatory
• Weekend work required
• Up to 75% of travel expected, with occasional international travel outside of North America
  

Work Environment

Location: Dallas TX, Nashville TN, Kansas City MO, St. Louis MO, or Atlanta GA.

Typical onsite activities will be in food processing facilities, bakeries, factories, chemical laboratories, and Universities where personal protective equipment (PPE) may be required. While performing the duties of this job, the employee is regularly required to stand, sit; talk, hear, and use hands and fingers to operate a computer and analytical instrumentation.

If you are a have a passion for customer service and a commitment to excellence, we invite you to join our team at KPM Analytics. Apply today to help shape the future of our Field Service Operations!