About the Role / About the Job
This position is accountable for installing, inspecting, maintaining, troubleshooting, and repairing customer equipment. Field Service Representatives (FSRs) 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. They will perform warranty and recall work, test circuits and equipment utilizing various tools and machines such as computers, software, workstations, and circuit diagrams. FSRs will analyze malfunctions in equipment and interpret maintenance manuals, using their knowledge of systems and electronics to isolate and correct issues.
FSRs must be available to respond to emergency calls for intervention, maintain service equipment, tools and documentation, and identify sales opportunities. All interventions must be prepared and performed in total respect of safety guidelines (prevention plan, protective equipment, etc.).
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Activities and Areas of Responsibility
- Comply with safety and cybersecurity policies, practices, and procedures
- Perform startup/commissioning on the company products and possible competitive equipment
- Perform preventive, scheduled, and unscheduled maintenance on equipment
- Analyze and interpret technical procedures, governmental regulations, and problems on equipment, providing appropriate answers
- Analyze and explain report results to customers and management
- Certification & accreditation may be required according to business and country regulations
- Proactive participation in team collective initiatives and management meetings to achieve departmental and company goals (SIM1)
- Understand scope of work, respect time allocation to perform jobs, and ensure full traceability (timesheet, change orders, etc.)
- Support planners, coordinators, and project managers to gain good customer site condition understanding
- Escalate quality or technical issues detected in the field
- Understand Ecostruxure offer and provide technical explanations to customers
- Use all digital tools designed for the company FSR
- Track installed base (serviceable assets)
- Advise customers on different opportunities to optimize their install base and create lead generation business opportunities
- Perform basic audits of customer’s electrical systems and equipment (MPS walkthrough)
- Perform field service operations by providing 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 orientation 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…)
- Use all digital tools designed for the company FSR
Performance Measurement (KPIs)
- Number of accidents / Safety processes & PPE respected / Cyber deviations
- Timesheet adherence / Percentage of deviations justified
- Number of assets tracked per quarter & Work orders with Install Base detailed information
- Number of leads created per month & NSS percentage
- FSR digital tools usage (clocking / ServicesMax GO / Enablon / TIPI / Onsite adoption)
Rewards Designed for You
Our Total Rewards is our way of saying: We see you and value you. It’s more than 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 helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. Discover more on our Career Page.
Country-specific programs and initiatives may be available.
Looking to Make an Impact with Your Career?
Culture matters when considering joining a new team. Our values and behaviors lay the foundation for creating a great culture to support business success. We believe our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – start with us.
IMPACT is also your invitation to join a company dedicated to turning sustainability ambition into actions, regardless of your role. It’s a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional individuals who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
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