Werfen North America
Field Service Engineer II: Albany, NY at Werfen North America
Overview
Builds and maintains relationships with customers to retain North American customer install base while performing installations, repairs, preventative maintenance, and product enhancement activities on Werfen instrumentation and systems. Responsible to meet Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets. Responsibilities
Provides customer support with on-site visits to perform installations, 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 corrective action. Delivers professional customer service to build and maintain relationships, acting as the company liaison with customers with strong communication and follow-up. Escalates unresolved technical issues and communicates with appropriate teams. Advises customers regarding orientation, maintenance and troubleshooting of Werfen instruments and systems. Collaborates with Commercial Operations colleagues (Sales and Applications) sharing customer situations, product information and lead generation. Promotes service contracts and follows up on renewals through customer relationships. Ensures compliance with Quality, Regulatory, Service & Support policies, procedures, work instructions and records; maintains accurate documentation of service activities. Oversees and ensures accuracy of assigned Service Inventory. Secondary Functions
Follows travel, expenditure and time reporting guidelines; submits expenses and time logs promptly. Performs other duties as assigned by the Area Service Manager. Budget
N/A Internal Networking/Key Relationships
North America Commercial Operations Client Services World Wide Service Skills & Capabilities
Strong organizational and time management skills; ability to triage, prioritize and work under pressure with good judgment. Effective communication with customers, peers, and management. Technically and process oriented; able to work independently and manage territory with minimal direction. Ability to lift up to 50 lbs and work in a team environment to achieve goals. Qualifications
Minimum Knowledge & Experience
Education: Associates degree in Electronics, Medical Technology, Biomedical Engineering or related training; equivalent experience will be considered. Experience: Minimum of 3 years in a technical/support role (industry, military and/or customer facing). Additional Skills/Knowledge: Working knowledge of PCs and Windows OS; Lab Information Systems and network connectivity a plus; Microsoft Office 365 preferred; ability to participate in rotational on-call coverage; willingness to work extended/flexible hours to resolve customer interactions. International Mobility
Required: No Travel Requirements
Up to 90% travel to cover assigned territory Up to 30% overnight travel Valid driver’s license required Job function
Information Technology Industries
Medical Equipment Manufacturing
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Builds and maintains relationships with customers to retain North American customer install base while performing installations, repairs, preventative maintenance, and product enhancement activities on Werfen instrumentation and systems. Responsible to meet Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets. Responsibilities
Provides customer support with on-site visits to perform installations, 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 corrective action. Delivers professional customer service to build and maintain relationships, acting as the company liaison with customers with strong communication and follow-up. Escalates unresolved technical issues and communicates with appropriate teams. Advises customers regarding orientation, maintenance and troubleshooting of Werfen instruments and systems. Collaborates with Commercial Operations colleagues (Sales and Applications) sharing customer situations, product information and lead generation. Promotes service contracts and follows up on renewals through customer relationships. Ensures compliance with Quality, Regulatory, Service & Support policies, procedures, work instructions and records; maintains accurate documentation of service activities. Oversees and ensures accuracy of assigned Service Inventory. Secondary Functions
Follows travel, expenditure and time reporting guidelines; submits expenses and time logs promptly. Performs other duties as assigned by the Area Service Manager. Budget
N/A Internal Networking/Key Relationships
North America Commercial Operations Client Services World Wide Service Skills & Capabilities
Strong organizational and time management skills; ability to triage, prioritize and work under pressure with good judgment. Effective communication with customers, peers, and management. Technically and process oriented; able to work independently and manage territory with minimal direction. Ability to lift up to 50 lbs and work in a team environment to achieve goals. Qualifications
Minimum Knowledge & Experience
Education: Associates degree in Electronics, Medical Technology, Biomedical Engineering or related training; equivalent experience will be considered. Experience: Minimum of 3 years in a technical/support role (industry, military and/or customer facing). Additional Skills/Knowledge: Working knowledge of PCs and Windows OS; Lab Information Systems and network connectivity a plus; Microsoft Office 365 preferred; ability to participate in rotational on-call coverage; willingness to work extended/flexible hours to resolve customer interactions. International Mobility
Required: No Travel Requirements
Up to 90% travel to cover assigned territory Up to 30% overnight travel Valid driver’s license required Job function
Information Technology Industries
Medical Equipment Manufacturing
#J-18808-Ljbffr