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International Service Engineer
compressionjobs reference:#468
Post date [2009-Sep-28]
Post Details
Posted By Dresser-Rand
Job Function International Service Engineer
Start Date
Salary -
Cell Phone -
Location UK-Peterborough
Original URL job ad Click Here for Original Posting
Company Ref. No.#
Location Location -> United Kingdom
Job Type Job Type -> Service
Company Type Company Type -> OEM

Position Scope:

To deliver a high level of customer service to our customers in the UK and around the World.  To provide a full engineering service support for our customers in the UK and around the world. They also play a critical part in developing and managing good customer relationships through the provision of excellence in technical capability when required and also through their personal interaction with customers.  The role encompasses: installation & commissioning of steam turbines and gas compressors. It also includes carrying out any required warranty work and any servicing and maintenance repairs that might be required by our customers.  As part of the developing product portfolio in the Service Business, the Service Engineer is also required to provide service support within their capability to non PBL products.   An ambassador for Dresser-Rand at all times.


Position Responsibilities:


Delivering customer solutions

  • Once the product departs from the factory, ensure that the product is installed and commissioned to the high standards required and in line with project plan timings.
  • Ensure that you are fully briefed on what the customer's requirements are prior to visiting customer site.
  • Ensure that the correct tooling is available in order to deliver to the customers' requirements.
  • Create internal customer relationships as appropriate with the process and energy team.
  • Provide technical support to project managers.
  • Provide technical assistance to Sales, Applications and Spares on new product development initiatives.
  • Provide support to Operations to resolve assembly or functionality issues.
  • Contribute to the preparation of operating, safety and maintenance manuals.
  • Attend and participate in professional, educational, commercial or trade meetings and shows to promote the business as required.


Managing the customer relationship

  • Develop and manage customer relationships on site with positive outcomes. This will be through the provision of excellence in technical capability and through any personal interaction with the customer.
  • Take ownership of the customers' requirements whilst on site and also providing support when off-site if appropriate.
  • Ensure that personal presentation is professional, including; wearing of Company workwear, use of Company tooling, etc.
  • Arrival at customer site, should be well planned and on time.
  • Keep the customer informed of process, procedures and timings as required.
  • Advise the customer on any parts and tooling that may be required.
  • Respond to customer queries when required.
  • Ensure that any complaints from customers are managed professionally to a positive outcome.
  • Ensure the appropriate customer contact reports are completed in full and on time and are submitted to the customer as required.
  • Customer reporting should include any spares used and spares required. A copy of the customer report should also be included with your final report submitted back to the department.
  • Whilst on site, look for opportunities to improve customer service and where Service Engineer themselves or Dresser-Rand can add further value to the products and services provided to the customers.
  • Play a part in developing new customers.
  • Provide on-site training, guidance and advice to the customer's representatives' who will be responsible for the safe and efficient running of our machines.

Systems management

  • Input to D-R systems any information as required.


  • Work as part of the Service business team and give feedback and offer ideas and suggestions for improving team performance and the Service Business customer proposition.
  • Provide training/coaching support to fellow team members to assist in their personal development.


  • Be clear on Dresser-Rand vision and values and ensure they are delivered to the customer.
  • Understand where the role of Service Engineer, fits into the 'bigger picture' within the Service Business and the broader Dresser-Rand business. Know where the 'batons' are in the customer service relationship.
  • Play their part in the provision of feedback and delivery of ideas to develop and improve solutions for the Company products and services.
  • Research industry on a regular basis to keep abreast of changes and developments, and trends that will affect our customer organisations and competitor organisations.
  • Ensure feedback loop to line manager outlining general activities of role and 'how we are doing'.

Health & Safety

  •  Ensure understanding of the Company's policy on Health and Safety and their personal responsibilities in relation to this whilst on Dresser-Rand site and when on customer sites.
  • Assist in carrying out risk assessments and provide method statements on customer sites when required.
  • Keep the Company informed of any tools and equipment that are required to enable you to carry out your work safely and effectively.
  • Responsible for any tooling taken to site and for it's return, including tooling which is hired.
  • Any damage to equipment or tooling should be notified in the final report for attention.
  • Check UK and international regulatory requirements and ensure adherence.


  •  Ensure understanding of the Company's Quality Policy and ensure the delivery of their own responsibilities in their role.
  • Always aim for a right first time on time approach to whatever is being delivered for the customer.


  •  Completion of customer contact reports accurately and on time. These should be clear, concise and be a true reflection of the work you have carried out for the customer.
  • Completion of expenses in line with Company procedures at the end of a job, these should be accurate and in accordance with current expenses policy.
  • Completion and submission of timesheets which must be signed by the customer or customers' representative, and processed in accordance with Company procedures accurately and on time.
  • Pro-active management of cash and bank transfer advances. The amount for advance recovery should be included on the timesheet on completion of a job or on a monthly basis if you are at a customer site over a longer term.
  • Keep a record of advances and recoveries and check with Service Administration department on a regular basis to make sure that the records agree.


Position Requirement:

  • Minimum HNC level education or equivalent or higher covering a relevant subject.

  Job Specific Responsibilities/Qualifications:
  • Prior experience in servicing, repairing and troubleshooting of steam turbines, compressors and screw compressors together with their ancillary equipment.
  • In addition to the scheduled work will also be expected to attend emergency breakdown calls when required.
  • Site installation and commissioning experience of the above would be preferred.