James Gilbert

Name
James Gilbert
Job Title
Service Engineer
Company
Summit Systems Ltd

Time in employment: 6 years

Company Activity: Summit Systems is a supplier and installation specialist of ancillary equipment and automated systems to the Polymer industry. Established in 1990 and operating from its Head Office in Tamworth, Staffordshire the company provides an extensive range of products to support and improve the productivity and efficiency of production processing equipment.

What is your educational background?
I attended Comprehensive School, attaining two GCSE’s in Maths and Geography.
What subjects did you like at school?
The subjects I enjoyed most at school were Maths, Geography and Graphics.
Who influenced your decision making?
My dad influenced me the most when it came time to look for employment.
What has been your career path so far?
I joined Summit Systems as a factory operative, working in the warehouse carrying out a range of general operating duties, plus the unpacking of machinery and equipment from our overseas suppliers and packing of component parts to our customers.
I then moved to the Despatch department where I was responsible for assembling machinery and equipment parts together and despatching them to our customers. During this time I became involved with assisting the company set up their equipment at Exhibitions and Trade Fairs, which involved getting the machines operational for visitors and potential buyers. I seemed to demonstrate a particular aptitude with the machines, making logical and reasoned decisions on how parts etc. should work. Consequently I was asked to consider undertaking a formalised training programme to become a Service Engineer.
What is your current role?
Trainee Service Engineer
What would a typical day contain for you?
The main part of my job typically involves the attendance at customer premises with a qualified Service Engineer to either repair/modify equipment we have previously installed or fitting and installing new ancillary equipment. Sometimes this involves rather large turnkey systems where our equipment services a number of processing machines or the whole factory materials handling system.
What do you enjoy most about your job?
I enjoy every aspect of looking after our customers needs, from the travelling to their premises and meeting different people, to solving their problems. Resolving customer problems quickly is vitally important as it impacts directly on the company’s production efficiency, they cannot afford to have equipment standing idle. Solving problems can often become quite complex, especially when the equipment has sophisticated control systems, but I do enjoy the fault finding and identifying solutions to the problem. I receive a lot of support, guidance and mentoring from the qualified Service Engineer who accompanies me to the customers’ premises.
What skills are important in your job?
Obviously all the technical skills associated with the operation of the equipment we supply and maintain. I am also now acquiring all the skills I will need to assist me with the electrical and electronic aspects of the equipment by attending college and receiving instructions from my work colleagues within the department. As a trainee service engineer it is also important to gain skills in communication and people skills, as liaising with customers forms a major and important part of the role. Problem solving and faults analysis is also essential.
What are your main responsibilities?
As I am still a trainee the most important responsibility is to make the most of the training I am receiving from my mentors at work and the course I am attending at college which is being funded by the company. The work I undertake at customer premises is always the responsibility of the qualified Service Engineer who accompanies me, however I do have the responsibility of representing Summit Systems and the technical and professional way it operates.
What training (on & off the job) has helped you perform your role or progress?
On the job training is provided by my company mentors. This will be undertaken either at our offices in Tamworth or at a customer’s premises. The training involves faults analysis and diagnostics, cause identification and final or remedial solution selection, generally all based on the equipment systems we supply and maintain. I am also attending my local college where I am undertaking Level 2 BTEC National Certificate in Electrical and Electronic Engineering. It is planned for me then to undertake Level 3 BTEC National and undergo specialist training in pneumatics, hydraulics and 16th Edition electrics.
Why did you choose a career in the Polymer industry?
In the first instance I chose a company that operated close to where I live and had an excellent reputation for being a good forward thinking employer. Since then I have found out about the diverse range of activities that exist within the Polymer Industry and the types of processing operations that are carried out. It is a very exciting industry and I am very enthusiastic about operating within it.
What advice would you give to someone considering your career?
Go for it! Being a Service Engineer is hugely rewarding but it is hard work and you do spend quite a lot or time on your own once qualified. I would definitely recommend trying to get some work experience first.