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 complex and multi module related problems within primary competency, assess new information and adapt approach, establish it as new process if necessary.
Advises on strategies for UnScheduled Down (USD) & Scheduled Down (SD) within competency to influence the SLA: availability/uptime, MTBI, throughput/productivity and yield.
Problem handovers and routing
Drives problem or problem aspects with others (GSC/D&E) including proposals for containments/solutions, 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 and is responsible for follow-up.
Advise customer technical personnel and 1st line support in dealing with complex problems, use tools, replace parts, improve settings, to execute repairs including leading non-routine service actions. Able to independantly resolve unexpected disturbances and provide countermeasures and define the fundemantal improvements to increase efficiency and servicability relative to multiple competencies.
Negotiate with customer on machine time window based on own risk assessment to develop procedure (if none exists), 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.
Persuade appropriate actions to first line engineers and customer to correct malfunctions, train first line engineers and customers in routine and non-routine maintenance of equipment, recommend changes in user procedures when needed, based on the functional theory, design rules and know-how. Capable to (co)develop internal training syllabus.
Initiate new processes, checks and revises the existing procedures using expertise. Takes charge of ‘technically correct or infallible cure’ to machine problems by exercising ‘beyond-procedure’ creativity if needed.
Provide structural and strategic solutions towards issues or problems during process execution to optimize at a regional level.
Knowledge build-up and transfer
Establishes good ways of working for efficient knowledge exchange across geographical scope.
Teaches and educates engineers, reviews and helps them making progress including advising on performance capabilities of junior engineers. Ability to handle oversight and coaching on multiple competencies and advise others on diagnostic best known methods.