Engineer III, Field Service

About the position

The Field Service Engineer (FSE) performs customer installs, repairs and preventative maintenance on a variety of instruments as assigned. The FSE engages with customers and provides the highest quality of service in a professional and timely manner. The FSE also looks for opportunities to drive Orders and Revenue, by identifying Services that may be of benefit to the Customer.

Responsibilities

• Provides onsite installation of instruments, user trainings, upgrades, updates, repairs and preventative maintenance service.
• Follows all reporting responsibilities of C4S, Customer concern, FPR and FSR submission.
• Is familiar with and follows all policies that pertain to the handling of spare parts: ordering, usage, returns, physical inventory count and stock location management.
• Handles travel expenses and follows company travel policies and guidelines, ensuring cost-effective and efficient travel arrangements.
• Interacts with end users to offer and close the sale of service contracts and other service products.
• Works with service operations team and other internal partners to solve customer issues.
• Support the development and updates of field service SOPs through FPR, and PPI.
• Builds and maintains customer relationships.
• Achieves customer satisfaction (CAS) targets as specified annually.
• Successfully engage in mentoring peers on technical and accepted procedures.
• Perform other related tasks as needed and/or assigned.

Requirements

• Bachelor’s degree in engineering, biology, chemistry or related field required.
• 5+ years working in a related science, engineering and/or customer facing role.
• Experience in a clinical, diagnostics and/or other regulated environment.
• Shows an ability to quickly grasp and comprehend IT systems and processes, using technology to improve service delivery.
• Experience in related product applications.
• Uses effective questioning to identify customer needs.
• Exercises judgment setting work priorities and identifies next steps.
• Able to work independently.
• Participates as a positive influence to the team.
• Quickly adapts to change with positive and constructive feedback.

Nice-to-haves

• Master’s degree preferred.

Benefits

• 401k
• health_insurance
• paid_holidays
• professional_development