Job Profile

Name of Function

valid from: 01 Apr 08

responsible:

Field Service Engineer

Country

Basic Data

Job Family
Corporate

Division/Group

Mission
of
Function

Technical Services/Services
Division/Group-Corporate

Division/Group-Sales Regions

Regions

Function Type

Customers/Partner/Associations

Customer Care Manager ("Area")

Org. Unit

DX

Dept. / Location

Sub-region Service & Support

Individual Contributor
National

International

Position Level
Product Business

System Business

Solution Business

Service Business

The overall function of the Field Service Engineer (FSE) is to achieve and maintain customer satisfaction thereby ensuring the
continuing profitable growth of our business. This requires the individual to troubleshoot, repair, and maintain instrumentation and
address customer support issues promptly and professionally.
The role requires a flexible approach to working hours. The nature of our customers business means that there is a requirement to

Dimensions address complaints through to the end. Additionally, while the nature of the role is predominantly field based, occasional short
of Function periods of in-house work are to be expected for both development and support purposes.
Contacts
(internal /
external)

The successful Field Service Engineer will be one who sees their role as a business function as well as a support function, and will
interface accordingly with the regional sales representative and other members of staff as appropriate.
The keys to success in this role are teamwork, communications, and the ability to take ownership and to work always with a sense of
urgency.

Areas of Responsibility / Tasks

Tasks

Priority What - How - Why

Responsibility

Measurement
criteria

Working with the Technical Solution Centre, taking the ownership of customer events, to plan actions
Shared
that will result in the most effective resolution of customer events.

FTFR, Call per day,

Customer Survey,
Customer
Retention

Main responsible for the customer satisfaction for assigned instruments, demonstrating proactive
attitude and actions to optimize their performance and image. Develop and maintain relationships
with top customers.

Shared

Customer Survey,
Customer
Retention

Carrying out proactive preventive maintenance and modifications, reactive repairs and basic
calibration, and installations and desinstallations, in a timely, productive, and cost effective way.

Full

PM compilation,
FTFR, Call per day,
Cost and Hours per
instrument

Working with a sense of urgency to minimize customer downtime.

Shared

Onsite response
Time, Time to
repair

Discussing with customers actions taken to resolve events and explaining any further actions that may
Shared
be required.

Phone fix,
Customer
Satisfaction

Contribute to creating a motivated, positive, and communicative atmosphere, with tight teamwork
with all other colleagues and departments. Communicate commercial information and opportunities
closely with Sales.

Shared

PMP performance,
Country budget

Using good judgment to decide when to instigate the escalation process in order to resolve a
customer event. Work to deadlines in preparing information for management and colleagues when
requested.

Shared

Customer Survey,
Customer
Retention

Informing service management or team leader of situations where customer satisfaction is

compromised or contractual obligations are unlikely to be met.

Full

Customer Survey,
Customer
Retention

Maintaining personal car stock and tools in good condition and taking ownership of any DX owned
stock at customers sites. Responsible for keeping inventory correct to date, and punctual return of
required parts and tools.

Full

Spare part
inventory, Return
rate

10

Develop the Siemens DX brand image, projecting an image of professionalism and competence at all
times.

Shared

Customer survey,
PMP performance

11

Responsible for the complete and correct use of the complaint handling software defined by the
company and strict compliance to quality procedures and work instructions.

Full

PMP performance

12

Contribute to achieving the Mission, Values, and Vision of the company. Maintain at all times strict
compliance to ethical principles and Health, Safety, and Quality norms of the company.

Shared

PMP Performance

Siemens AG Job Profile_Field Service Engineer FSE_Thinh did.xls Page 1 of 2

05-01-12

Job Profile

valid from: 01 Apr 08

responsible:

Customer Care Manager ("Area")

C o m p e t e n c i e s
Level
B/A/E

Business
Relevant.

Future
Trend

basic

high

basic

high

basic

high

basic

high

basic

high

basic

high

Profess. Knowl.: Able to manage spare part stock

basic

high

Profess. Knowl.: Fluency in English: written and spoken

basic

high

Profess. Knowl.: Sound knowledge of the medical analysis laboratory and the range of equipment used

basic

high

Profess. Knowl.: A thorough knowledge of company procedures, policies, mission, vision and values.

basic

high

Profess. Knowl.: Ability to sell, good teaching skills, good team worker

basic

high

basic

fluent

Mother tongue

Techniques (Technologies / Methodologies / Professional Knowledge)

Technologies:

A Technical or University Degree in Electronics or equivalent in a relevant life science subject

Profess. Knowl.: Excellent troubleshooting skills.

A high degree of computer literacy with knowledge relating to currently approved software and
operating systems, networks, and connectivity.
Methodologies: Self-reliance and motivation.

Knowledge

Technologies:

Methodologies: Good interpersonal skills.

Methodologies:

Technologies:

Good communication skills both verbal and written, with the ability to deal with customers and staff at
all levels.

Methodologies:

basic advanc.expert high mediumlow

Profess. Knowl.:

Experience

Essential (today and in future)

Must have a good knowledge in electronics as well as the English language.

Professional
Variety of Business

Must be able to manage instruments and systems installations following the company guidelines and procedures.

Project / Process
Variety of Function Areas

Leadership
Variety of Function Types

Intercultural

Capabilities

Variety of Cultures

Must be sensitive to diversity in culture, language-ability, economic and political constraints, customer-expectations,
regulatory requirements, etc.

EDGE

ENERGY

ENERGIZE

Unlimited thinking

Initiative

Communication Skills

Entrepreneurial spirit

Change orientation

PASSION

Analytics

Customer Focus

Network built on trust

Decision making

Professional ethics

Result and quality

orientation

Siemens values

Self determination

Learning

Coaching & Mentoring

Strategic judgment

Business competence

Team player

A d d i t i o n a l

EXECUTE

R e q u i r e m e n t s (Education, Training, Working conditions, etc.)

The job offers some independence of action.

A flexible approach to travel is required.

Siemens AG Job Profile_Field Service Engineer FSE_Thinh did.xls Page 2 of 2

05-01-12