Field Service Technician II

2 weeks ago

Gainesville, Florida, United States Werfen Full time
Overview

Werfen

Werfen is a dynamic, family-owned enterprise established in 1966 in Barcelona, Spain. We are a global frontrunner in specialized diagnostics, focusing on Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplantation. Through our Original Equipment Manufacturing (OEM) division, we engage in the research, development, and production of tailored assays and biomaterials. Our operations span 30 countries and over 100 territories via distributors, with our Headquarters and Technology Centers located in the US and Europe, employing a workforce exceeding 7,000 individuals.

Our achievements stem from a concentrated emphasis on these swiftly advancing diagnostic fields, our unwavering commitment to clients, and our dedication to innovation and quality. We are passionate about equipping healthcare professionals with the most valuable and comprehensive solutions to enhance hospital efficiency and improve patient care.

Amazing Total Rewards for our Field Service Team:

  • Competitive Base Salary + Performance-Based Compensation
  • 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
  • Consult with your recruiter for complete offerings

Position Summary:

This role involves establishing and nurturing relationships with clients to maintain the North American customer installation base while executing thorough installations, repairs, preventative maintenance, and product enhancement activities on complex Werfen instruments and systems. The position is accountable for meeting Service Delivery Key Performance Indicators while managing costs and achieving service revenue objectives.

Responsibilities

Key Accountabilities

Essential Functions:

  • Provides on-site customer support to execute installations, cost-effective repairs, preventative maintenance, and product enhancement services on Werfen instruments and systems.
  • Diagnoses, analyzes, troubleshoots, and isolates instrument issues to determine failures and implement effective corrective actions.
  • Delivers exceptional customer service to foster and maintain client relationships, ensuring customer retention. Acts as a company representative with clients by demonstrating professionalism, commitment, communication, and follow-up.
  • Escalates and communicates unresolved technical challenges.
  • Advises clients on the proper orientation, maintenance, and troubleshooting of Werfen instruments and systems.
  • Collaborates and communicates with all Commercial Operations colleagues, including Sales and Applications roles, sharing customer insights, product information, and lead generation.
  • Promotes service contracts and follows up on service contract renewals through client relationships.
  • Ensures adherence to all Quality, Regulatory, Service & Support policies, procedures, work instructions, and records, ensuring all documentation is compliant, complete, and accurate.
  • Responsible for accurately documenting service activities performed in a customer service report promptly.
  • Oversees and ensures the accuracy of assigned Service Inventory.

Secondary Functions:

  • Adheres to company travel/expenditure and time reporting guidelines; timely submission of expense and time reports.
  • Performs additional duties and responsibilities as assigned by the Area Service Manager.

Internal Networking/Key Relationships: To be determined based on departmental needs, including interactions such as:

  • North America Commercial Operations
  • Client Services
  • World Wide Service

Skills & Capabilities:

  • The ideal candidate for this position will exhibit the following skills and capabilities:
    • Strong Organizational and Time Management Skills | Ability to Triage & Prioritize | Work Under Pressure | Exercise Good Judgment.
    • Effective communication skills with diverse audiences: clients, peers, management.
    • Technically and process-oriented.
    • Ability to work independently, managing assigned territory with minimal supervision to achieve daily objectives.
    • Ability to lift up to 50 lbs.
    • Ability to collaborate in a team environment, working with colleagues to achieve Area(s) and National goals.
Qualifications

Minimum Knowledge & Experience required for the position:

  • Education:
    • Associates degree in Electronics, Medical Technology, Biomedical Engineering, or related industry training required. Equivalent experience in lieu of a degree will be considered.
  • Experience:
    • Minimum of 3 years of experience in a technical/support role (industry, military, and/or customer-facing).
  • Additional Skills/Knowledge:
    • Working knowledge of personal computers and Windows Operating systems; legacy up to current version preferred.
    • Familiarity with Lab Information Systems and computer network connectivity is a plus.
    • Proficient in Microsoft Office 365 preferred.
    • Willingness to participate in rotational on-call coverage to provide support as needed.
    • Flexibility to work extended and adaptable hours to ensure customer interactions are resolved.

International Mobility:

  • Required: No

Travel Requirements:

  • Up to 90% travel to cover assigned territory.
  • Up to 30% of overnight travel.
  • Valid driver's license required.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment, or retaliation based on an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law.

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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