About the Role
This position is accountable for installing, inspecting, maintaining, troubleshooting and repairing customer equipment. The Field Service Representative (FSR) will maintain, retrofit, and provide technical support for all the company products, both in the shop and on-site. Work on competitive equipment may also be part of the role. Experienced FSRs will share and provide technical instruction and guidance to new and less experienced FSRs. Responsibilities include performing warranty and recall work, testing circuits and equipment utilizing various tools and machines such as computers, software, workstations, and circuit diagrams. FSRs are expected to analyze malfunctions in equipment and interpret maintenance manuals, employing their knowledge of systems and electronics to isolate and correct issues.
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FSR must be available to:
- Respond to emergency calls for intervention
- Maintain service equipment, tools, and documentation
- Identify sales opportunities
Any intervention must be prepared and performed in total respect for safety guidelines (prevention plan, protection equipment).
Activities and Areas of Responsibility
- Comply with safety and cybersecurity policies, practices, and procedures
- Perform startup/commissioning on the company products and possibly competitive equipment
- Conduct preventive, scheduled, and unscheduled maintenance on equipment
- Analyze and interpret technical procedures, governmental regulations, and various equipment issues, providing appropriate solutions
- Analyze and explain report results to customers and management
- Certification and accreditation may be required according to business and country regulations
- Participate in team initiatives and management meetings to achieve departmental and company goals (SIM1)
- Understand the scope of work, respect time allocation, and ensure full traceability (timesheet, change orders)
- Support planners, coordinators, and project managers to ensure a good understanding of customer site conditions
- Escalate quality or technical issues detected in the field
- Understand the Ecostruxure offer and provide technical explanations to customers
- Use all digital tools designed for FSRs
- Track installed base (serviceable assets)
- Advise customers on opportunities to optimize their install base and generate business leads
- Perform basic audits of customers' electrical systems and equipment (MPS walkthrough)
- Provide field services operations delivering best-in-class customer experience and promoting the company signature
Main Interactions
- Customers
- Planners / Operations leaders / Technical support / Quality / Project Manager
- Commercial team
Key Success Factors
- Strong customer-oriented mindset
- Strong technical knowledge of the company products and serviceable assets
- Willingness to learn new competencies (Technical, Digital, soft skills…)
- Collaborative attitude with internal entities (Planners, Inside Sales, Technical Support…)
- Proficiency in utilizing all digital tools designed for FSRs
Performance Measurement (KPIs)
- Number of accidents / safety process & PPE compliance / cyber deviations
- Timesheet adherence / percentage of justified deviations
- Number of assets tracked per quarter & work orders with install base details
- Number of leads created per month & NSS percentage
- Usage of FSR digital tools (clocking / ServicesMax GO / Enablon / TIPI / Onsite adoption)
Rewards Designed for You
Our Total Rewards program is our way of saying: We see you and we value you. It goes beyond just pay and benefits—it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package supports your well-being, career development, and fosters a collaborative and inclusive work environment while encouraging contributions to your community.
IMPACT
We invite you to join a culture that matters. Our values and behaviors are fundamental to achieving business success. Our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – form the foundation for this culture.
IMPACT is a call for exceptional individuals who can contribute to turning sustainability ambitions into actionable results at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe that everyone has the potential to become one.
Become an IMPACT Maker where your contribution can help create a more resilient, efficient, and sustainable world.
