Job Profile

Name of Function Country Job Family

valid from: 01 Apr 08

Field Service Engineer

responsible:

Customer Care Manager ("Area") Org. Unit

DX Sub-region Service & Support

Dept. / Location
Technical Services/Services
Division/Group-Corporate Division/Group-Sales Regions Regions Customers/Partner/Associations

Function Type

Individual Contributor
National International

Position Level
Product Business System Business Solution Business Service Business

Basic Data

Corporate

Division/Group

Mission of Function

The overall function of the Field Service Engineer (FSE) is to achieve and maintain customer satisfaction thereby ensuring the continuing profitable growth of our business. This requires the individual to troubleshoot, repair, and maintain instrumentation and address customer support issues promptly and professionally. The role requires a flexible approach to working hours. The nature of our customers business means that there is a requirement to

Dimensions address complaints through to the end. Additionally, while the nature of the role is predominantly field based, occasional short of Function periods of in-house work are to be expected for both development and support purposes. Contacts (internal / external)
The successful Field Service Engineer will be one who sees their role as a business function as well as a support function, and will interface accordingly with the regional sales representative and other members of staff as appropriate. The keys to success in this role are teamwork, communications, and the ability to take ownership and to work always with a sense of urgency.

Areas of Responsibility / Tasks

Priority What - How - Why
1

Responsibility

Measurement criteria
FTFR, Call per day, Customer Survey, Customer Retention Customer Survey, Customer Retention PM compilation, FTFR, Call per day, Cost and Hours per instrument Onsite response Time, Time to repair Phone fix, Customer Satisfaction PMP performance, Country budget Customer Survey, Customer Retention Customer Survey, Customer Retention Spare part inventory, Return rate Customer survey, PMP performance

Working with the Technical Solution Centre, taking the ownership of customer events, to plan actions Shared that will result in the most effective resolution of customer events. Main responsible for the customer satisfaction for assigned instruments, demonstrating proactive attitude and actions to optimize their performance and image. Develop and maintain relationships with top customers. Carrying out proactive preventive maintenance and modifications, reactive repairs and basic calibration, and installations and desinstallations, in a timely, productive, and cost effective way.

Shared

Full

Working with a sense of urgency to minimize customer downtime.

Shared

Tasks

Discussing with customers actions taken to resolve events and explaining any further actions that may Shared be required. Contribute to creating a motivated, positive, and communicative atmosphere, with tight teamwork with all other colleagues and departments. Communicate commercial information and opportunities closely with Sales. Using good judgment to decide when to instigate the escalation process in order to resolve a customer event. Work to deadlines in preparing information for management and colleagues when requested. Informing service management or team leader of situations where customer satisfaction is compromised or contractual obligations are unlikely to be met. Maintaining personal car stock and tools in good condition and taking ownership of any DX owned stock at customers sites. Responsible for keeping inventory correct to date, and punctual return of required parts and tools. Develop the Siemens DX brand image, projecting an image of professionalism and competence at all times. Responsible for the complete and correct use of the complaint handling software defined by the company and strict compliance to quality procedures and work instructions.

Shared

Shared

Full

Full

10

Shared

11

Full

PMP performance

12

Contribute to achieving the Mission, Values, and Vision of the company. Maintain at all times strict compliance to ethical principles and Health, Safety, and Quality norms of the company.

Shared

PMP Performance

Siemens AG Job Profile_Field Service Engineer FSE_Thinh did.xls Page 1 of 2

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Job Profile

valid from: 01 Apr 08

responsible:

Customer Care Manager ("Area")

C o m p e t e n c i e s
Techniques (Technologies / Methodologies / Professional Knowledge)
Technologies:
Level B/A/E

Business Relevant.

Future Trend

A Technical or University Degree in Electronics or equivalent in a relevant life science subject

basic basic basic basic basic basic basic basic basic basic basic

high high high high high high high high high high high

o o o o o o o o o o o

Profess. Knowl.: Excellent troubleshooting skills.

A high degree of computer literacy with knowledge relating to currently approved software and operating systems, networks, and connectivity. Methodologies: Self-reliance and motivation.
Technologies:

Knowledge

Methodologies: Good interpersonal skills. Methodologies:

Good communication skills both verbal and written, with the ability to deal with customers and staff at all levels.

Profess. Knowl.: Able to manage spare part stock Profess. Knowl.: Fluency in English: written and spoken Profess. Knowl.: Sound knowledge of the medical analysis laboratory and the range of equipment used Profess. Knowl.: A thorough knowledge of company procedures, policies, mission, vision and values. Profess. Knowl.: Ability to sell, good teaching skills, good team worker

Technologies:

Methodologies:

Profess. Knowl.:

basic advanc.expert high medium low Essential (today and in future)

basic

fluent

Mother tongue

Experience

Must have a good knowledge in electronics as well as the English language.

Professional
Variety of Business

Must be able to manage instruments and systems installations following the company guidelines and procedures.

Project / Process
Variety of Function Areas

Leadership
Variety of Function Types

Intercultural
Variety of Cultures

Must be sensitive to diversity in culture, language-ability, economic and political constraints, customer-expectations, regulatory requirements, etc.

Capabilities

EDGE
Unlimited thinking Entrepreneurial spirit Self determination Strategic judgment

ENERGY
Initiative Change orientation Learning Business competence

ENERGIZE
Communication Skills Network built on trust Coaching & Mentoring Team player

EXECUTE
Analytics Decision making Result and quality orientation

PASSION
Customer Focus Professional ethics Siemens values

A d d i t i o n a l

R e q u i r e m e n t s (Education, Training, Working conditions, etc.)

The job offers some independence of action. A flexible approach to travel is required.

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