Field Service Engineer II
3 weeks ago
Location: Baltimore, MD
Shift or Travel: First Shift (M-F) / travel within the greater region with up to 3 overnights per week
Compensation: $75k - $90k base depending on experience and qualifications plus bonus
Benefits: 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
C-19 vaccine requirement: Required
Position Description:
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 highly complex Company instrumentation and systems. Responsible to meet Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets.
Essential Functions:
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.
Collaborate and communicate with all Commercial Operations colleagues such as the 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.
Secondary Functions:
Follows company travel/expenditure and time reporting guidelines; timely submission of expense and time reporting.
Performs other duties and responsibilities as assigned by the Area Service Manager.
Requirements:
Valid driver's license No DUIs and no more than 1 traffic violation within the last 3 years
Technical Associates degree (i.e., Electronics, Medical Technology), professional experience or military electronics experience required
Must have good organizational skills, the ability to multi-task, work under pressure and exercise good judgment.
Ability to communicate effectively with customers, peers and management through oral and written presentations I reports.
Must have good MS Office Skills (Word, Excel and PowerPoint) including the ability to manipulate data and build presentations.
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