Customer Solutions Engineer

2 weeks ago

Madison, Wisconsin, United States Promega Full time


Job Overview:
At Promega, we are dedicated to leading advancements in RFID technology, providing innovative inventory management solutions tailored to our clients' needs.

Our success is driven by a remarkable team of talented individuals committed to achieving exceptional outcomes. While our services are vital, our company culture is what truly sets us apart.


Role Summary:
The Field Operations Specialist plays a pivotal role within our Customer Success Team, reporting directly to the Customer Operations Manager. Our mission is to collaborate closely with our clients, fostering a unified approach to their success.

As a representative of Promega in the field, you will be responsible for customer installations, site assessments, training, repairs, technical troubleshooting, and maintenance services.

Your contributions are crucial in ensuring a positive experience for our customers and end users, and you will serve as a key resource for gathering and relaying customer feedback.


Key Responsibilities:
  • Travel independently to execute field services at client locations, including site assessments, installations, training, calibrations, repairs, and troubleshooting as needed.
  • Arrive equipped with the necessary tools, research, and client-specific information to deliver successful services, while effectively managing kit inventory.
  • Exhibit high emotional intelligence, building trust with clients and end users before, during, and after on-site visits. Prioritize relationship-building and actively seek client feedback.
  • Adhere to Promega guidelines regarding key performance indicators related to quality, customer satisfaction, service levels, and productivity metrics.
  • Stay informed about new product releases, hardware updates, and process changes relevant to the customer success department.
  • Act as an escalation point for customer support specialists when necessary.
  • Engage in proactive learning and suggest improvements for existing products and processes.
  • Report and document any quality issues in the appropriate channels.
  • Provide exemplary customer service in all situations, effectively communicating technical concepts in an accessible manner.
  • Comply with ethical, legal, and regulatory requirements pertinent to our business operations.
  • Perform other related duties as assigned.

Core Competencies:
  • Problem Solving
  • Accountability
  • Adaptability
  • Information Seeking
  • Critical Thinking
  • Execution
  • Customer Focus
  • Effective Communication
  • Relationship Building
  • Flexibility
  • Self-Confidence

Mandatory Qualifications:
  • Willingness to travel up to 80% of the time, often on short notice.
  • Ability to meet hospital and laboratory entry requirements.
  • Availability for occasional on-call and after-hours duties.
  • A minimum of 2 years of experience in a field service or technical support role.
  • Demonstrated emotional intelligence and empathy.
  • Self-motivated with a proactive approach. Strong interpersonal skills are essential.
  • Ability to work effectively under pressure in a dynamic environment.
  • Strong project management and organizational skills with the ability to prioritize tasks.
  • Effective communication and collaboration skills to work with diverse teams.

Preferred Qualifications:
  • Associate Degree in Information Technology, Engineering, Business, or a related field, or equivalent combination of education and experience.

Physical Requirements:
  • Ability to move equipment with varying frequency.
  • Capability to drive a vehicle.
  • Ability to work in confined spaces while bending, twisting, and reaching as necessary.
  • Ability to sit and stand for extended periods.
  • Proficiency in using computer and telephone equipment.
  • Willingness to travel up to 80% of the time.
  • Occasional lifting of up to 80 pounds.

Diversity is a core value at Promega. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.

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