Field Services Engineer

TOLON; Brussel Hoofdstad; Remote; EUR 55,000 - 75,000; Full time

Job summary

TOLON is seeking a Field Services Engineer to manage after-sales operations across assigned regions, combining remote management with onsite distributor and customer visits to deliver exceptional service. You will develop strategies to increase customer satisfaction, resolve complaints, and build long-term loyalty.

You will lead training, warranty processes, and service improvements, coordinate distributor networks and field teams, and travel 30–50% to execute regional plans from Belgium or

Qualifications

• Bachelor’s degree in Engineering or 5 years of technical service experience in the laundry industry (preferred).
• Fluent spoken and written English (mandatory).
• Good command of MS Office and familiarity with service management CRM is a plus.
• Valid driving licence.
• Willingness to travel 30–50% of working time.
• Residence in Belgium or Germany is required.

Responsibilities

• Manage and improve regional after-sales operations in line with customer needs and company policies.
• Manage the ticket system and respond to technical support requests, coordinating with relevant units.
• Provide onsite or remote support for machines to resolve technical problems.
• Improve service quality standards and support continuous improvement in after-sales processes.
• Drive regional targets, monitor performance, and develop strategies to achieve them.
• Coordinate distributor networks and field teams with regional managers.
• Monitor distributor service teams and strengthen communication and cooperation.
• Assess customer technical proficiency and plan training with your superior.
• Plan and deliver training including OEM factory visits and field training for customers and distributors.
• Prepare guidelines, troubleshooting documents, workflows, and service instructions; support software testing.
• Discuss technical topics with distributors, dealers, end users, and suppliers.
• Screen and filter warranty claims and forward requests for approval.

Skills

Fluent English

MS Office

Communication

Remote work capability

Travel willingness

Education

Bachelor’s degree in Engineering

Tools

CRM system

Job description

As a Field Services Engineer at TOLON, you will manage after-sales operations in your assigned region(s). You will combine remote management tools with onsite visits to distributors and end customers to deliver outstanding service. You will develop and implement strategies that increase customer satisfaction, resolve complaints, and build long-term customer loyalty.

What You Will Do

• Manage and improve regional after-sales operations in line with customer needs and company policies
• Manage the ticket system and respond to technical support requests (written, verbal, or onsite) with the support of relevant units, closing the loop on every case
• Provide written or verbal onsite support for TOLON (and branded) machines to resolve technical problems
• Help structure an uninterrupted technical support service within service quality standards
• Drive continuous improvement and efficiency in after-sales processes
• Contribute to setting regional targets, monitoring performance, and developing strategies to achieve them
• Manage the distributor network providing after-sales services in your region, and coordinate field teams together with regional managers
• Monitor the performance, development, and motivation of distributor service teams, and strengthen communication and cooperation
• Assess the technical proficiency of customers in your region and build training plans with your superior
• Plan and deliver training based on customer demand, including OEM factory visits and field training for the technical and sales teams of customers and distributors
• Prepare guidelines, troubleshooting documents, workflows, and service instructions, and support software testing
• Discuss technical topics and requests with distributors, dealers, end users, and suppliers
• Screen and filter warranty claims, guide distributors and customers, and forward requests to your superior for approval within a reasonable time
• Organize, develop, and improve warranty, spare parts supply, and technical support processes
• Actively represent the Service Team at trade fairs and exhibitions

What We’re Looking For

• Bachelor’s degree in Engineering (Electrical-Electronics / Mechatronics) or, preferably, 5 years of technical service experience in the laundry industry
• Fluent spoken and written English (mandatory); any additional European language is an advantage
• Good command of MS Office
• Experience with a service management CRM is a plus
• Valid driving licence
• Strong communication and relationship management skills
• Ability to work independently and remotely
• Willingness to travel 30–50% of working time
• Residence in Belgium or Germany is required

*You must reside in the states of Belgium or Germany.