Senior Field Service Engineer - West Coast USA 

Role purpose 

Serve as the highest technical authority in the field, leading complex service activities, resolving critical escalations, mentoring engineers, and contributing to continuous improvement of service quality, processes, and customer experience.

Key accountabilities and decision ownership]:

• Lead complex, high-risk, or flagship system installations and upgrades
• Act as final escalation point for complex and systemic technical issues prior to factory escalation.
• Perform advanced cross-system troubleshooting and root-cause analysis.
• Mentor and technically develop Field Service Engineers and support Technical Support teams.
• Drive improvements in preventive maintenance strategies, reliability, and system uptime.
• Represent Service in front of key and executive-level customers during critical situations.
• Contribute to process improvement initiatives, best practices, and feedback to R&D and Operations.

Key performance indicators:

• Resolution of critical escalations
• System uptime and MTBF improvement
• Customer satisfaction for key accounts
• Technical mentoring effectiveness
• Contribution to service process improvements

Financial or nominal impact of the job (e.g. revenue to bring, budget value directly responsible for, no financial/nominal impact):

• Significant indirect impact on service revenue, contract renewals, cost reduction, and strategic customer retention.

Must have technical / professional qualifications:

• Technical degree and at least 5 years of  professional experience
• Extensive experience servicing complex  systems
• Expert-level diagnostic and problem-solving capability
• Deep understanding of system integrations and applications
• Willingness to travel flexibly, including short-notice critical deployments
• Valid driving license
• Fluency in English; additional languages are an advantage

Crucial Interpersonal / Management skills:

• Technical leadership and mentoring ability
• High-impact customer communication
• Calm and structured decision-making under pressure
• Influence without formal authority
• Cross-functional collaboration skills

Core Behaviours and Success Factors:

• Technical excellence
• Leadership by example
• Customer advocacy
• Continuous improvement mindset
• Integrity and professionalism