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What it means to be a field service engineer at Makino

Being a Field Service Engineer at Makino is a great honor

The field service engine is probably the most important employee in the company structure.  The field service engineer represents the company in front of the customer and are the people who have the best personal contacts to the customer's employees working at the machines. 

The sales engineer is normally the contact person for the purchasing department, but maintenance department will contact our service department to keep the machine running at the best condition.
 
Being a Field Service Engineer at Makino is a great honor

Their mission

Their main role in the organization is to have Makino machines into operation at the client's site, keep them at an optimal level through maintenance and to crop down the unplanned downtime. 

However, this is not their only task, they are also active advisors for the end-users in regards to preventive maintenance and possibilities of utilization and improvement of the equipment. As everyone knows, the first machine is sold by sales, the followings by service department.

Their mission

The required skills

High levels of technical and personal competency are the most important skills a Makino field service engineer (FSE) requires.  As in any other high-tech field, those skills will be continually enhanced through internal and external courses, as well as by going with partners to learn new technical skills in the field.

One of the biggest difficulties in this job is the high degree of pressure. Machine downtime always causes a lot of stress for the customer who faces the risk of not completing a given order on time. As a customer relies on the FSE as the first line of contact to solve a machine issue, strong nerves, empathy and some rhetorical skills are required to always stay in control of and, if necessary, deescalate a situation.
 
 
The required skills

What Makino invests

Makino’s field service engineers are slowly introduced to their job through training courses and assignments with colleagues. This ultimately puts them in a position to meet a customer’s requirements on their own.  All FSEs are held in high esteem at Makino. They work from home and receive details of the assembly parts and all the necessary information by e-mail.  Before each assignment, FSEs are also briefed by phone on the task at hand so they are fully prepared and know exactly what to expect. This shows what resources Makino is happy to invest in order to develop their field-service technicians to enable them to serve and satisfy Makino customers in the best possible way. 
 
What Makino invests

One Makino

What impresses most when you look at Makino's field service engineers is their dedicated involvement – when you see how they team up with a customer, feel deeply connected to the product and their colleagues, and that they ultimately bond with the customer to bring them into our Makino family.

This is what means to be field service engineer at Makino.

 
One Makino