Field Service Engineer

5 days ago

Jacksonville, Florida, United States Simply Biotech Full time
Job Description

Overview

Simply Biotech is seeking a highly skilled Field Service Engineer to join our team. As a key member of our technical staff, you will be responsible for providing exceptional service and support to our customers in the biotech industry.

Key Responsibilities

  • Provide product service and operational assistance to customers, ensuring proper operation of company products at their locations.
  • Complete service calls according to the service plan, troubleshooting, coordinating, scheduling, preparing, and processing paperwork.
  • Identify the best methodology to fix problems at the lowest possible cost, making independent decisions on trunk stock and ensuring effective maintenance of inventory of repair parts.
  • Process returns or disposal of defective parts promptly, ensuring no disruption in service.
  • Communicate with sales and marketing teams regarding customer dissatisfaction, product problems, customer status changes, product improvement, and competitive information to prevent future concerns.
  • Apply effective time and territorial management techniques, organizing cost-effective travel plans.
  • Provide extended hour coverage and travel outside normal work hours when required.
  • Submit required reports and documents in a timely manner.
  • Work independently to find solutions to problems, taking ownership and initiative to identify and address challenges for a more efficient and productive work environment.
  • Utilize training and available resources to effectively troubleshoot problems while onsite.
  • Independently utilize all available resources to engage in self-directed learning to expand knowledge and capabilities in relevant areas.
  • Promote service agreements to customers.

Requirements

  • Customer Service: manage difficult or emotional customer situations, respond promptly to customer needs, solicit customer feedback to improve service, respond to requests for service and assistance, and meet commitments.
  • Detail Oriented: double-check the accuracy of information and work product to provide accurate and consistent work, express concern that things be done right, thoroughly, or precisely, complete all work according to procedures and standards.
  • Interpersonal Skills: focus on solving conflict, maintain confidentiality, listen to others without interrupting, remain open to others' ideas and try new things.
  • Judgment: ability to work independently, display willingness to make decisions, exhibit sound and accurate judgment, support and explain reasoning for decisions.
  • Oral Communication: speak clearly and persuasively in positive or negative situations, listen and get clarification, respond well to questions.
  • Problem Solving: identify and resolve problems in a timely manner, gather and analyze information skillfully, develop alternative solutions, use reason even when dealing with emotional topics.
  • Quality: demonstrate accuracy and thoroughness, look for ways to improve and promote quality, apply feedback to improve performance, monitor own work to ensure quality.
  • Reasoning Ability: ability to define problems, collect data, establish facts, and draw valid conclusions, ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Independence: this role is intended to be autonomous, and the ideal candidate must be able to complete the job duties while utilizing their skill set and knowledge to proactively identify and resolve problems by applying a logical troubleshooting approach to find effective solutions.

Salary Range

$75k-$80k/yr

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