Company Description
Ascential Technologies is a global leader in high performance automated test systems, precision manufacturing solutions, and advanced industrial automation. With more than 70 years of experience, 2,300+ experts, and a network of over 45 locations across 22 countries, we deliver mission critical equipment and lifecycle support for customers in aerospace, defense, transportation, heavy industry, energy, and advanced manufacturing. Our team brings together expertise across all engineering disciplines—mechanical, electrical, controls, systems, and software—allowing us to design, build, validate, and support highly complex automation and test platforms under one roof.
This role is part of Ascential Care, the global service organization of Ascential Technologies. Ascential Care provides technical assistance and lifecycle support for all Ascential Technologies group products. Customers rely on Ascential Care for safety first design principles, disciplined engineering processes, and end to end quality—supported by deep domain expertise and a commitment to on time, to spec execution. Ascential Care operates with international coverage, harmonized service processes, ongoing technical training, performance management, and remote support. Service teams within Ascential Care are trained across multiple product lines and supported in their professional development within a truly international environment.
Job Description
The Field Service Engineer for Ascential Care is responsible for performing and documenting all on-site service missions at customer facilities across the region, including repairs, installations, commissioning, software updates, retrofits, preventive maintenance, calibration, and customer training. This role is the primary technical presence of Ascential Care at the customer site and is accountable for solving technical problems efficiently and professionally, ensuring equipment is handed back to the customer in full working order, and documenting all mission activities in Service Cloud to a high standard. The Field Service Engineer works closely with InHouse Engineers and Mission Coordinators, receiving technical guidance remotely and proactively communicating mission progress and any deviations. This role requires a high level of technical competence across Ascential Technologies product lines, a disciplined approach to documentation, and the ability to represent Ascential Technologies professionally in a customer-facing environment. A willingness to build cross-technology capability across the full Ascential portfolio is essential.
Core Duties and Responsibilities
- Review upcoming service missions thoroughly prior to dispatch, including alignment with the assigned InHouse Engineer or Subject Matter Expert on technical approach, required tools, and spare parts.
- Make travel arrangements in accordance with the Ascential Care Travel Policy using the approved travel agency.
- Inform the customer of expected arrival time and any deviations, using the standard communication template in Service Cloud.
- Perform field service missions at customer sites across the full scope of Ascential Care activity: corrective repairs, installations, commissioning, software updates, retrofits, preventive maintenance, calibration, and customer training.
- Escalate technical issues requiring specialist expertise to the InHouse Engineer or SME during the mission and maintain communication until resolution is achieved.
- Identify additional spare parts requirements during the mission and initiate RFQ or warranty requests through Service Cloud.
- Document all mission activities in the service report and/or Service Cloud, including detailed actions taken, root cause analysis, travel and work hours, unused parts and tools, required follow-up, and recommendations.
- Ensure unused spare parts and tools are returned from site in accordance with the relevant process.
- Perform machine handover to the customer upon mission completion, conduct an exit interview, and collect signed service report documentation.
- Submit high quality, accurate service reports and expense reports on time and in accordance with policy.
- Proactively inform the Mission Coordinator of mission progress, timeline deviations, and completion.
- Identify machine quality issues, shipping damage, or calibration discrepancies during missions and report these via Service Cloud.
- Provide customer training on equipment operation and maintenance as required.
- Identify and communicate service sales opportunities, customer concerns, and feedback to the internal service organization.
- Promote Ascential Care offerings including SLA contracts and Ascentialytics digital tools to customers.
- Comply with all Ascential Technologies quality, safety, and representation standards at all times.
- Become cross-trained to support all technology domains within the Ascential Care CoE framework.
Travel Requirements
- Up to 80% travel domestically and internationally, overnights required.
- Must maintain a valid driver's license.
- Ability to obtain a passport.
- Ability to rent vehicles.
Required Qualifications
- Solid technical foundation in Electromechanics and Mechatronics; demonstrated knowledge of mechanical, electrical, and control system concepts used in industrial automated machinery.
- Hands-on experience performing repairs, calibrations, installations, or commissioning of industrial automated equipment.
- Ability to interpret electrical schematics, mechanical drawings, and equipment documentation.
- Experience with PLC and HMI platforms (Allen Bradley, Siemens, or equivalent).
- Strong troubleshooting skills with ability to diagnose complex multi-discipline faults independently at customer sites.
- High standard of written documentation — able to produce clear, complete service reports.
- Professional customer-facing manner; ability to represent Ascential Technologies to senior customer contacts.
- Ability and willingness to travel up to 80% of working time, including international travel and overnight stays.
- Software: Service Cloud or equivalent CRM, TeamViewer, Microsoft Teams, Microsoft Office (Word, Outlook, Excel, PowerPoint).
- Must hold a valid driver's license and be able to obtain a passport.
Preferred Qualifications
- Bachelor's degree or equivalent qualification in Electrical Engineering, Controls Engineering, Mechatronics, or related technical discipline, or demonstrated equivalent field experience.
- Experience in automotive test systems, end-of-line test, aerospace, or precision manufacturing environments.
- Familiarity with Salesforce Service Cloud.
- Working knowledge of industrial networking (Profinet, EtherNet/IP, RS232, CAN J1939).
- Experience with hydraulic, pneumatic, and drive systems (VFDs, servo drives, amplifiers).
- Ability to lead machine debug, support FATs and SATs independently.
- Experience providing remote coaching or technical guidance to other field technicians.
- Working knowledge of functional safety standards and risk assessment.
- Fluency in one or more additional European languages.