Role Summary: 

The Service Engineer will be responsible for building positive customer relations with Industrial Scientific’s existing customers. The individual is required to be a subject matter expert in ISC portable detectors, Gastron fixed detectors and iNet related matters.  In addition, he will work with existing business partners to ensure customer requests for technical support, training and/or service repair work is responded to in a timely manner.

He/She will ensure high levels of customer satisfaction which requires strong attention to detail, outstanding resourcefulness, flexibility, and the ability to work independently as well as within a team setting.

Pre-sale service scope for portable gas detector:

To support pre-Sales trial when required To prepare demo equipment for pre-trial, Connected Safety & SAFER, customer seminar  To provide fleet availability to support during rental project bidding

Post-sale service scope for portable gas detector: 

Manage inventory based on iNet & rental trend and forecast project which input by Sales team Internal & external user technical training

Pre-sale service scope for fixed gas detector:

Site survey for recommended installation point 

Post-sale service scope for fixed gas detector: 

Support customer commissioning  Internal & external user technical training

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

End User Management

Conduct site surveys to determine the best locations for sensors and control panel (Fixed systems) and/or portable gateways/area monitors Configure and calibrate gas detection equipment to ensure accurate readings Perform routine maintenance and calibration of gas detection product. which will include diagnosing faults in gas detection equipment and replacing faulty components. Proactively initiate and manage the post-sale relationship with customers to ensure a positive customer experience through trainings, timely problem resolution, root cause analysis, regular health check reviews and corrective action implementation to technical support challenges.  Partner with the Sales team to obtain the customer’s objectives for choosing iNet and engage with customers as their single point of contact on products and services provided by Industrial Scientific Providing and coordinating successful onboarding of new iNet customers Identifying and recovering any potential lost assets from iNet customers Provide quality telephone and email support with a high degree of customer service, expertise, and timeliness. Respond promptly and professionally to customer inquiries and concerns. Resolve escalated iNet Customer issues and working with other Industrial Scientific departments when necessary Monitor and extract trends of iNet Customer Equipment and Service Usage including but not limited to Failure Symptoms, Number of Exchanges, Total Equipment, Pending Returns, Aged/Marginal Sensors, Last Upload Dates Instruments, Docking Stations and confirm latest Firmware, Auto Replenish right-sizing etc. iNet account activation and assets verification under the account. Asset transfer (Internal Asset Fulfilment) on and off accounts on a timely basis. Accurately document customer information and a detailed problem/issue description of all support calls/emails in a call tracking system. Track open tickets and keep tickets current and complete. Accurately document customer information and manage dashboard creation and representations of all support cases/calls/emails/proposals in Salesforce Continuously maintain company CRM (Salesforce) and accurately capture customer (iNet Customer End User, Channel Partner) activities

Partner Management

Develop and organize regular follow-up to review iNet Tech Support activities performance for Channel Partners (iNet Fulfilment Centers) Lead corrective action/preventive action initiatives for resolution of iNet customer issues working alongside Channel Partners (iNet Fulfilment Centers) Train Channel Partners (iNet Fulfilment Centers) on iNet Exchange process Train Channel Partners (iNet Fulfilment Centers) and share good practices to perform iNet Technical support and repairs of iNet assets Work with Channel partners on iNet asset and ensuring inventory levels are adequate to support iNet customers, accounting for stock levels via accurate transaction records and timely audits Ensure that iNet asset inventory does not become excessive or obsolete

Other duties/tasks

Project management responsibility for assigned projects (e.g Kaizen) Perform other tasks as assigned

Qualifications:

Bachelor’s degree in Engineering (Electrical, Mechanical, Instrumentation or related field) or equivalent technical qualification. Proven experience in servicing and maintaining gas detection systems. Strong understanding of gas detection principles and technologies. Excellent troubleshooting and problem-solving skills. Ability to read and interpret technical manuals and schematics. Good communication and customer service skills. Willingness to travel to client sites as required. Valid driver’s license.

Preferred Skills:

Experience with a variety of gas detection brands and models. Familiarity with industry safety standards and regulations. Proficiency in using diagnostic tools and software. HART & Modbus.

 

Work Environment:

This position may require working in various environments, including industrial, commercial, and hazardous locations. The role may involve working at heights and in confined spaces.

 

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.