Senior Service Engineer

Not just a job, but a career

Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries. 

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team
Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

RESPONSIBILITIES

◆ Product Demos

Demonstrate the features/attributes of the product/service and support requests for detailed demonstrations.

◆ Product/Service Information

Provide advanced product/service information and respond to basic customer questions about the product/service.

◆ Equipment Installation

Help specialists set up and test new products or processes; install complex systems with guidance.

◆ Equipment Maintenance and Repair

Troubleshoot and diagnose equipment and systems for emergency repairs and carry out preventive maintenance inspections.

◆ Resolving Customer Issues

Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.

◆ Operational Compliance

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

◆ Customer Relationship Management / Account Management

Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.

◆ Customer Needs Clarification

Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.

◆ Work Scheduling and Allocation

Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

◆ Health, Safety and Environment

Follow the organization's Health, Safety and Environment (HS&E) policies, procedures and mandatory instructions; to identify and mitigate risks, and to safeguard the environment and the wellbeing of oneself and others.

◆ Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Behavioral Competencies

◆ Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

◆ Manages Complexity

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

Skills

◆ Masters Service Conversations

Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.

◆ Verbal Communication

Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

◆ Navigates Customer Challenges

Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.

◆ Health and Safety

Manages and applies safe systems of work without supervision and provides technical guidance when required.

◆ Strengthens Customer Connections

Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.

◆ Navigates Field Service Interactions

Works with full competence to navigate customer interactions in a face-to-face setting, creating positive, defining moments. Typically works without supervision and may provide technical guidance.

◆ Planning and Organizing

Works without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.

◆ Provides Technical Support

Works with full competence to employ customer-oriented behaviors that help engineers connect with their customers in productive and efficient ways, creating positive, defining moments. Typically works without supervision and may provide technical guidance.

◆ Service Into Sales

Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.

◆ Troubleshoots Technical Issues

Works with full competence to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works without supervision and may provide technical guidance.

◆ Leverages Digital Communications with Customers

Works at an intermediate level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works with guidance.

◆ Policy and procedures

Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

◆ Equipment Utilization

Works without supervision and provides technical guidance when required on optimizing the utilization of production plant, equipment and materials.

◆ Builds Customer Loyalty

Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance.

◆ Compliance Management

Works with guidance (but not constant supervision) to achieve full compliance with applicable rules and regulations in management and/or operations.

◆ Policy and Regulation

Works with guidance (but not constant supervision) to interpret and apply knowledge of laws, regulations and policies in area of expertise.

◆ Review and Reporting

Works with guidance (but not constant supervision) to review and create relevant, lucid and effective reports.

Education

Post-Secondary Non-Tertiary Education

General Experience

Experienced practitioner able to work unsupervised (13 months to 3 years)

Managerial Experience

Very limited (0 to 3 months)

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture.  We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status.  We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances.  Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.

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