Service Engineer at Hach

PURPOSE OF THE ROLE

The primary role of this position is to provide repair and maintenance services for all Hach equipment, both at customer sites as well as in- house.

Essential Functions:

• Establish and maintain strong customer relationships by making periodic contact/visits, exploring specific needs, resolving problems, and establishing service strategies
• Evaluate Channel partners associates service abilities, maintain skills matrix, identify, and plan development and trainings for them
• Ensure lean and accurate parts inventory within the region
• Use established work instructions to provide repair, calibration, certification, testing, and preventative maintenance services for all Hach equipment.
• Work cooperatively with the Service team and field sales staff to promote customer satisfaction.
• Provide technical support for Customers while on-site and while traveling.
• Actively promote contractual service agreements and upgrade purchases of new equipment.
• Submit prompt and accurate service and expense reports that affect billing, inventory, instrument history, workload, and profitability.
• Follow safe work practices appropriate for the environment including awkward or cramped spaces, electrical and mechanical hazards.
• Frequent overnight travel, field Service work will include travel into Sub Saharan Africa.
• Provide training of Hach installed equipment to customers.

Other Functions:

• Perform other customer service-based duties as assigned.
• Education, Background, and Skills Requirements:
• A minimum of certificate or diploma in instrumentation, electrical, electronic, or equivalent.
• A minimum of 3 years of industry experience.
• Good customer interaction skills.
• Proficient with commonly used electronic test equipment (such as digital voltmeters) & mechanical aptitude.
• Ability to work independently and prioritize work.
• Demonstrated working knowledge of Microsoft Office, and the internet.
• Must have a valid driving license and a satisfactory motor vehicle driving record.
• Good problem-solving skills.
• Must have good written and verbal communication skills.
• Knowledge of basic chemistry, related to either the Beverages, Water or Power industry will be helpful but not essential

Relationships & Environment :

• Position is based in Kenya but travel to other countries in the region would be required.
• Reports to Regional Sales Manager – East, West, and North Africa.
• The work environment for this position is both office and field service and technical support activity.
• The field activity will take this individual into customers' locations and moderate physical activity occurs (e.g., lifting/carrying of materials).

Measures of Performance
Achievement of annual service objectives within a given market/territory.