Problem analysis and approach
Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, decide on initial approach to solve problem, assess new information and adapt approach if necessary.
Problem handovers and routing
Handover problem or problem aspects to others (2nd / 3rd line support), document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports), ensure problem ownership is clear, ensure follow-up.
Install equipment at customers locations, including equipment with new features, unload components, inspect for damage, assemble, align and test.
Analyze applicability, accuracy and adherence to design specifications.
Execute hardware installation and perform system setup/recovery for upgrade packages as well as support locally owned field swaps by working according to an up-to-date plan and following the sequence.
Pro-actively look at proposed upgrade scenario and identify missing items and potential bottlenecks.
Negotiate with customer machine time window to execute procedure, plan procedure, arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure, make necessary decisions / adaptations during procedure to realize optimal results.
Drive execution and implementation of improvements and is able to involve and persuade stakeholders.
Explain appropriate actions to users to correct malfunctions, train customers in use and non-routine maintenance of equipment, recommend changes in user procedures when needed.
Knowledge build-up and transfer
Entertain continuous knowledge exchange within the department and across different teams.
Teaches and educates junior engineers, reviews and helps them making progress. Ability to handle oversight and coaching on multiple systems/products