Werfen North America
Field Service Engineer II: Southern MA
Werfen North America, Boston, Massachusetts, us, 02298
Overview
Field Service Engineer II: Southern MA at Werfen North America. Builds and maintains relationships with customers to retain North American customer install base while performing thorough installations, repairs, preventative maintenance, and product enhancement activities on Werfen instrumentation and systems.
Benefits
Generous Base Salary + Incentive Compensation
Company Vehicle with Personal Use Allowance
Phone & Internet Reimbursement
8% 401k Match (dollar for dollar!)
Comprehensive Health Care Benefits
Company paid Life Insurance
Flexible Spending Account (FSA)
Tuition Reimbursement
Talk to your recruiter for full offerings!
Responsibilities
Provides customer support with on-site visits to perform and complete installations, cost effective repairs, preventative maintenance, and product enhancement service activities on Werfen instruments and systems.
Diagnoses, analyzes, troubleshoots, and fault isolates instrument symptoms and issues to determine failure and implement thorough corrective action.
Delivers a high level of customer service to build and maintain customer relationships to ensure customer retention. Acts as company liaison with customers by demonstrating the highest level of professionalism, commitment, communication, and follow-up.
Escalates and communicates unresolved technical issues.
Advises customers regarding the proper orientation, maintenance and troubleshooting of Werfen instruments and systems.
Collaborates and communicates with all Commercial Operations colleagues such as Sales and Applications roles, sharing customer situations, product information and lead generations.
Promotes service contracts and follows up on service contract renewal through customer relationships.
Ensures compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions and records, ensuring all records are compliant, complete and accurate.
Responsible for accurately documenting service activities performed in a customer service report in a timely manner.
Responsible for the oversight and accuracy of assigned Service Inventory.
Qualifications
Minimum Knowledge & Experience
Education: Associates degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
Experience: Minimum of 3 years in a technical/support role (industry, military and/or customer facing).
Working knowledge of personal computers and Windows operating systems; legacy up to current version preferred.
Working knowledge of Lab Information Systems and computer network connectivity a plus.
Working knowledge of Microsoft Office 365 preferred.
Ability to participate in rotational on-call coverage to provide support as required.
Ability to work extended and flexible workdays to ensure customer interactions are resolved.
Ability to lift up to 50 lbs and to work in a team environment to achieve goals.
Travel Requirements
Up to 90% travel to cover assigned territory
Up to 30% overnight travel
Valid driver’s license required
Internal Networking/Key Relationships
North America Commercial Operations
Client Services
World Wide Service
#J-18808-Ljbffr
Benefits
Generous Base Salary + Incentive Compensation
Company Vehicle with Personal Use Allowance
Phone & Internet Reimbursement
8% 401k Match (dollar for dollar!)
Comprehensive Health Care Benefits
Company paid Life Insurance
Flexible Spending Account (FSA)
Tuition Reimbursement
Talk to your recruiter for full offerings!
Responsibilities
Provides customer support with on-site visits to perform and complete installations, cost effective repairs, preventative maintenance, and product enhancement service activities on Werfen instruments and systems.
Diagnoses, analyzes, troubleshoots, and fault isolates instrument symptoms and issues to determine failure and implement thorough corrective action.
Delivers a high level of customer service to build and maintain customer relationships to ensure customer retention. Acts as company liaison with customers by demonstrating the highest level of professionalism, commitment, communication, and follow-up.
Escalates and communicates unresolved technical issues.
Advises customers regarding the proper orientation, maintenance and troubleshooting of Werfen instruments and systems.
Collaborates and communicates with all Commercial Operations colleagues such as Sales and Applications roles, sharing customer situations, product information and lead generations.
Promotes service contracts and follows up on service contract renewal through customer relationships.
Ensures compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions and records, ensuring all records are compliant, complete and accurate.
Responsible for accurately documenting service activities performed in a customer service report in a timely manner.
Responsible for the oversight and accuracy of assigned Service Inventory.
Qualifications
Minimum Knowledge & Experience
Education: Associates degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
Experience: Minimum of 3 years in a technical/support role (industry, military and/or customer facing).
Working knowledge of personal computers and Windows operating systems; legacy up to current version preferred.
Working knowledge of Lab Information Systems and computer network connectivity a plus.
Working knowledge of Microsoft Office 365 preferred.
Ability to participate in rotational on-call coverage to provide support as required.
Ability to work extended and flexible workdays to ensure customer interactions are resolved.
Ability to lift up to 50 lbs and to work in a team environment to achieve goals.
Travel Requirements
Up to 90% travel to cover assigned territory
Up to 30% overnight travel
Valid driver’s license required
Internal Networking/Key Relationships
North America Commercial Operations
Client Services
World Wide Service
#J-18808-Ljbffr