IT Engineer

The Role
The Field Service Engineer is responsible for delivering high-quality, timely, and customer-focused field servicesupport through effective execution of assigned service activities. The role focuses on diagnosing, repairing,installing, and maintaining equipment while meeting contractual obligations, service level commitments, andsafety standards.
Objectives and Responsibilities
Service Monitoring & Reporting
- Accurately update service tickets, work orders, and system records to provide visibility of field serviceactivity, equipment status, and resolution progress.
- Monitor personal service metrics and trends (e.g. response times, resolution quality, repeat visits) to identify risks, recurring issues, and opportunities for improvement.

Vendor & Contract Management
- Work in accordance with contracted service requirements, SLAs, and customer agreements whendelivering field service activities.
- Liaise with approved third-party service providers and technology vendors when required, escalatingperformance or service issues through appropriate channels.





Compliance & Security
- Ensure IT Field Service activities comply with internal security policies, data protection regulations,and audit requirements.

Continuous Improvement
- Identify recurring faults, process gaps, or tooling issues encountered in the field and proactively raiseimprovement suggestions.
- Support the adoption of improved processes, tools, and automated solutions to reduce manual effortand improve service reliability.

Customer Focus
- Deliver a consistently customer-focused service by meeting agreed service levels, communicatingclearly, and managing customer expectations throughout the service lifecycle.
- Support the resolution of complex or high-impact service issues by providing detailed technical inputand clear handover information when escalating.

Process Improvement
- Follow documented procedures and standard operating processes (SOPs), providing feedback whereupdates or

📌 IT Engineer (Nuevo Laredo)
🏢 Spirax Group
📍 Nuevo Laredo