Field Service Engineer

Who we are?

Octopus Digital is pioneer in Industry 4.0 in Pakistan and the Middle East. It propels Industry 4.0 solutions, smart factories (AI and big data), and the limitless capabilities of I4.0 and IOT. Its cloud-native computing, AI-powered Topware displays data in a manner that enables even non-IT/OT professionals to obtain insights and take measures. All of this legitimizes Octopus Digital's use of cutting-edge technologies to provide industrial clients with digitization services and a comprehensive suite of services. Octopus Digital, a multinational has been assisting businesses in Pakistan, the Middle East, and South Asia with digitalizing their manufacturing, supply chain, and financial workflows, as well as providing strategic and operational maintenance support services. As a result, on a multi-year monthly subscription basis, decision support, actionable insights, and business intelligence are available 24x7x365 as managed and unmanaged services.

Job Description:

Octopus Digital is looking for the experience Lead Field Service Engineer. In this role, you will be responsible for providing technical support, managing a team of field service engineers, and ensuring customer satisfaction.

You will play a critical role in ensuring the success of our company, you will be coordinating and administering high level onsite and remote automation technical liaison and rendering services to the installed base at our customers, with responsibility of efficiently reporting full life cycle of Incidents and Problems. The position will require close working with all Teams in all levels of Technical Support, Sales & Business Development.

Major Areas of Responsibility:

∙ Leading technical support executions of Octopus Digital’s installed base in Pakistan.

∙ Understand the customer's high-level business challenges for field technical support and match company’s solutions to customer's business and technical requirements.

∙ Execute field supports and identify areas of improvement on site through upgrading existing systems or adding new components to make the system remain updated, sustainable and robust.

∙ Ability to plan activities in view of changing work load & managing expectations to deliver effective results.

∙ Willingness to travel to sites across the country for support executions.

∙ The individual in this position will be responsible for developing, deploying and integrating small to mid-sized automation solutions as part of the strategic improvement plans for the customers across all market segments.

∙ This includes tasks such as installed-base evaluation, technical consulting, identifying & incorporating improvements to enhance system’s reliability & availability to reduce process downtime to a minimum. Documenting solutions & work performed reports.

∙ Responding to incidents and problems coming directly from the customers through remote support / On-Site support visits.

∙ Using existing skills and knowledge as well as appropriate support resources to assist customers to find resolution to their problems

∙ Organizing support for customer sites for the implementation of fixes and solutions where appropriate, either via discussing directly with customer, via email or phone

∙ Escalating & communicating with vendors to resolve any issues where required.

∙ Assisting all teams within the service department as required.

Preferred Requirement & Qualification:

∙ Must have bachelors degree in any of the followings disciplines: Electrical, Electronics or Mechatronics.

∙ Preferably 1~2 years, or above experience in the field of technical executions.

∙ Knowledge & skill of process control automation system (DCS/PLC/SCADA/Field Instrumentation) and applications in Oil & Gas, Food & Beverages, and Chemical industry.

∙ Experienced in maintenance & troubleshooting of Process Control Systems including PLC and DCS.

∙ Understanding about maintenance techniques such as performing root cause failure analysis, failure mode and effect analysis, Single point of failure studies, MTBF, MTBR, Failure rate etc.

Additional information:

∙ Excellent interpersonal, verbal communication with English speaking skills and the ability to generate strong and lasting relationships with customers.

∙ Good computer skills and with an ability to understand automation and engineering technologies.