Development and Reliability Engineering Technician

Field Service Engineer

Understand the issues our customers and our teams face in the field related to products and services and parts availability. Solve problems. Improve the equipment and related digital services.

Coordinate closely with Engineering, Product Management, and Customer Care to improve customer satisfaction and customer experience. Ensure and report planning and execution of support, repair, upgrade, or refurbishment activity. Establish process documents and workflow where needed and as agreed by Engineering, the Product Team, and the Director of Customer Care.

Participate in warranty process and recommended actions involving equipment. Coordinate closely with other functions to improve system performance, improve uptime and reliability, reduce costs, improve NPD performance, the handoff process, and customer experience. Identify issues requiring resolution and potential upgrades or component improvements that improve reliability, uptime, and customer satisfaction.

Assures spare and wear parts have specified service life and are available for product for launch date and for the 12-month transition period. Monitor OTD (On-Time Delivery) of parts for new mechatronic systems. Review recommended vs. actual parts usage in transition year. Refine recommended spare parts list and assist in setting initial inventory amounts.

Plan and report cross-functional deliverables during the 12-month transition period. Provide input to RCI (Relentless Continuous Improvement) process to improve uptime, reliability, or lead to positive customer experience. Gather from multiple sources information on the customer experience of products and services. Communicate top priority to stakeholders for action and resolution.

Read service reports and advise the Product Team and Engineering Team of major issues. Participate in customer, service team meetings and warranty reviews. Communicate customer feedback on parts price to Customer Care Commercial and Product Teams for review and action. Identify and communicate troublesome parts or missed prospect-to-startup process steps that are diminishing customer satisfaction.

Support the Product Manager with field insight on Life Cycle Asset Management (LCAM), Total Cost of Ownership (TCO), and customer Economic Value Analysis (EVA). Support the Engineering and Procurement Team with field insight on supplier quality issues, delivery issues, and obsolescence issues.

Job Requirements

The role requires coordination across many departments and stakeholders. This role has no direct supervision responsibility. The position exists to avoid loss and costs which can be $140,000 per event, with exposure to 30 such events per year. So, the scope of risk to mitigate exceeds $4M per year. The role will manage the transition of about 4 new products.

Minimum Requirements

• Minimum three years of experience in the areas listed above
• Knowledge of industrial food processing environment
• Direct experience in the meat industry
• Direct experience with automated and mechatronic systems
• Communication skills ranging from factory floor to executive level
• Training skills
• Strong organizational, negotiating, planning, and influencing skills, verbal and written
• Attention to detail
• Follow through and completion skills
• Pleasant assertiveness and determination
• Critical thinking skills to interpret and use information from a variety of sources and interpret highly technical concepts

Preferred Qualifications

• Leadership and team-building experience with the ability to integrate a diverse group of people to achieve objectives
• Proficiency in Microsoft Office software applications
• Experience as a Systems Engineer, Sustaining Engineer, or Reliability Engineer, or equivalent
• Technical background in manufacturing, fabrication, construction, or service disciplines
• Working knowledge of design, CAD, and engineering change process
• Ability to establish relationships and support Customer Care and Applications Engineering teams at site

Work Environment and Physical Demands

• Frequent walking and standing
• Necessary time in a field environment to meet with customer team members, JBT Marel team members, including field technicians and others
• This fast-paced environment is best managed by walking the factory floor to assess status and plan remediation for any issues that are observed
• The remaining time the role is exposed to possible shop or site installation hazards including automated and mechatronic equipment, heavy equipment, shop traffic, uneven/slippery footing, inclement weather, etc.
• Sites environments are typically indoor, wet, 30-40°F refrigerated rooms
• Installation sites require appropriate JBT and Customer PPE such as hard hat, Steel Toe Shoes, safety glasses, hair nets, lab coats, gloves

Travel Requirements

• Must be willing to travel 80% of the time, to customer site (predominantly US/Mexico/Canada) to assist, to coordinate, to learn, and to be at Gemba
• Estimate 20% of time in an office or meeting environment

Equal Opportunity Employment

This job description is a summary of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks as assigned by supervisor, regardless of job title or routine job duties.

JBT Corporation is an equal opportunity employer. It is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state, or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department. EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities