Field Service / Installed Base Technician (North America / Ferrum Process Systems

Company Description

At Ferrum Process Systems, we stand for Swiss precision and customer-focused engineering. Our centrifuges set the standard for performance and reliability. With decades of experience behind us, we provide bespoke, high-quality solutions and long-term support – because your uptime matters. We are not just a supplier; we are your committed partner, with over 90 years' experience.

Role Description

This role combines hands-on mechanical expertise with direct selling efforts to our existing customer base. The individual will serve as a trusted advisor to the installed base, leveraging deep knowledge of Ferrum's Pusher centrifuges to drive revenue through spare parts orders, rebuilds, and overhaul scheduling. This position requires a blend of strong technical knowledge, interpersonal communication, strategic thinking and time management; with a focus on the customer / equipment owner. This is a highly visible position that will require collaboration and teamwork.

Qualifications

Technical Service and Support:

• Perform mechanical services on centrifuges at customer sites.
• Diagnose, troubleshoot, and repair mechanical and operational problems to ensure optimal equipment performance.
• Conduct detailed inspections of equipment for planned overhauls.
• Direct, coordinate, and assist with scheduled and unscheduled maintenance.
• Complete and submit accurate service reports, expense reports, and other necessary documentation in a timely manner.

Installed Base Sales and Account Management:

• Develop and maintain a comprehensive working list of all machines in operation, tracking the last overhaul date to proactively schedule the next service.
• Cultivate and maintain strong, trust-based relationships with clients to understand their business objectives, challenges, and priorities.
• Ensure timely responses to inquiries and providing proactive communication and personalized attention.
• Regularly engage with clients to assess satisfaction levels and identify opportunities for selling spare parts, consumables, and scheduling rebuilds or overhauls.
• Collaborate with the sales team to develop targeted strategies for upselling and cross-selling additional products and services.
• Proactively identify potential “customer drift” risks and implement retention strategies, such as personalized outreach or account reviews, to ensure client satisfaction and continued revenue growth.
• Document all client interactions, activities, and agreements accurately within the CRM system.

Client Training and Advocacy:

• Facilitate training workshops for clients on centrifuge operation, maintenance, and best practices.
• Provide comprehensive support to clients by assisting with product inquiries and technical issues.
• Serve as a client advocate within Ferrum, championing their interests and needs across all departments.

Qualifications and Skills:

• Proven experience as a field service technician, preferably with industrial or heavy mechanical equipment.
• Strong mechanical and troubleshooting skills to diagnose equipment problems.
• Excellent customer service and communication skills, both written and verbal, to build and maintain client relationships.
• Ability to work independently and manage time and priorities effectively.
• High level of organization and attention to detail for tracking equipment data and completing reports.
• Willingness to travel to customer locations (domestic and international).
• Basic computer skills and familiarity with CRM software.
• Physical ability to perform demanding tasks, including lifting and working in industrial environments.
• Must have valid driver’s license and passport
• Subject to pre-employment screening and verifications

If you like solving problems, building trusted relationships, and being part of a 🌎 global team send your resume to Doug Bartus, Sales Director - North America:

doug.bartus@ferrum.net