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 and execute, consult with others.
Problem handovers and routing
Handover problem or problem aspects to others (2nd 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).
Use tools, replace parts, improve settings, to execute repairs and standard service actions independently.
Based on arranged customer machine time window to arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure.
Explain appropriate actions to users to correct malfunctions, train customers in use and routine maintenance of equipment, recommend changes in user procedures when needed
Signal gaps and improvement opportunities and reports it to the relevant stakeholders
Knowledge build-up and transfer
Maintain and broaden own knowledge, shares best known methods within the work group.
Provide appropriate support and assistance to less experienced engineers on first tasks.