Field Service Engineer II: Gainesville, FL

4 weeks ago

Gainesville, Florida, United States Werfen Full time
Job Summary

We are seeking a highly skilled Field Service Engineer II to join our team in Gainesville, FL. As a key member of our North American Commercial Operations team, you will be responsible for building and maintaining relationships with customers, performing installations, repairs, and preventative maintenance on complex Werfen instrumentation and systems.

Key Responsibilities:

  • Provide customer support with on-site visits to perform and complete installations, cost-effective repairs, and preventative maintenance on Werfen instruments and systems.
  • Diagnose, analyze, troubleshoot, and fault-isolate instrument symptoms and issues to determine failure and implement thorough corrective action.
  • Deliver a high level of customer service to build and maintain customer relationships and ensure customer retention.
  • Act as company liaison with customers by demonstrating the highest level of professionalism, commitment, communication, and follow-up.
  • Escalate and communicate unresolved technical issues.
  • Advise customers regarding the proper orientation, maintenance, and troubleshooting of Werfen instruments and systems.
  • Collaborate and communicate with all Commercial Operations colleagues, sharing customer situations, product information, and lead generations.
  • Promote service contracts and follow-up on service contract renewal through customer relationships.
  • Ensure compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions, and records.

Requirements:

  • Associates degree in Electronics, Medical Technology, Biomedical Engineering, or related industry training required.
  • Minimum of 3 years of experience 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.
  • 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.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. We operate directly in over 30 countries and in more than 100 territories through distributors. Annual revenue is approximately $2 billion, and more than 7,000 employees around the world comprise our Werfen team.

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