Service Solutions Engineer

1 week ago


Portland, Oregon, United States Sebia USA Full time

*This position requires the candidate to be based in the Portland, OR/ Vancouver, WA or San Antonio, TX area*

The role involves providing on-location support for company products within a designated geographical area, with potential responsibilities in other regions as needed. The engineer will deliver routine technical assistance to clients regarding the operational and maintenance aspects of system equipment. Responsibilities include performing repairs, maintenance, and installations of company products to ensure optimal performance according to specifications.

Standard practices and procedures will be followed to analyze situations for diagnosing mechanical, hardware, software, and system failures. The engineer will determine the most cost-effective solutions to minimize downtime for customers and document all activities in compliance with the company's quality standards.

KEY RESPONSIBILITIES:

  • Install, maintain, and repair company products following established practices to ensure compliance with performance specifications.
  • Provide ongoing technical support to current customers, including troubleshooting assistance and maintenance training as necessary. Telephone support may also be provided as required.
  • Conduct preventative maintenance and schedule authorized modifications as outlined in Technical Service Bulletins and departmental policies.
  • Ensure customer satisfaction with company equipment and related products, fostering effective communication within the team to enhance customer experience. Manage customer accounts to build goodwill, confidence, and credibility, aiming to exceed expectations in product, service, and support quality.
  • Identify opportunities for revenue generation and cost savings, enforce service agreement policies, and seek to promote service contracts to existing clients.
  • Recognize customer dissatisfaction, excessive downtime, or unresolved service issues and escalate them to a supervisor for further action.
  • Maintain expenses within departmental guidelines and manage inventory and company property responsibly.
  • Assess when instrument service issues necessitate formal inquiries or escalations, assisting in investigations as directed.

QUALIFICATIONS:

  • Associate's or Bachelor’s degree in a related field, or a high school diploma with two years of technical training or equivalent military experience or work experience.
  • Basic knowledge of troubleshooting electronic and electro-mechanical systems is required.
  • Willingness to work after hours and provide weekend and holiday support on a rotational basis within the assigned territory.
  • Strong written and verbal communication skills are essential.
  • Customer-focused approach to resolving complex instrument issues in high-pressure situations.
  • Ability to collaborate effectively with colleagues to foster a results-driven, team-oriented environment.
  • Demonstrated customer service skills, including a positive attitude and the ability to maintain ongoing customer relationships.
  • Commitment to the highest ethical standards in all professional interactions.


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