Field Service Engineer II: Atlanta, GA

Werfen - Atlanta, GA

Full-time - Entry Level

Atlanta, GA

Merchant Wholesalers, Durable Goods

About the position

The Field Service Team member is responsible for building and maintaining relationships with customers in North America, ensuring the retention of the customer install base. This role involves performing installations, repairs, preventative maintenance, and product enhancement activities on complex Werfen instrumentation and systems. The position requires meeting service delivery key performance indicators while managing costs and achieving service revenue targets.

Responsibilities

• Provides customer support with on-site visits to perform installations, repairs, preventative maintenance, and product enhancement service activities on Werfen instruments and systems.
• Diagnoses, analyzes, troubleshoots, and fault isolates instrument symptoms and issues to determine failure and implement corrective action.
• Delivers a high level of customer service to build and maintain customer relationships to ensure customer retention.
• Acts as company liaison with customers, demonstrating professionalism, commitment, communication, and follow-up.
• Escalates and communicates unresolved technical issues to appropriate parties.
• Advises customers on the proper orientation, maintenance, and troubleshooting of Werfen instruments and systems.
• Collaborates and communicates with Commercial Operations colleagues, sharing customer situations, product information, and lead generations.
• Promotes service contracts and follows up on service contract renewals through customer relationships.
• Ensures compliance with Quality, Regulatory, and Service Support policies and procedures, maintaining accurate records.
• Documents service activities performed in a customer service report in a timely manner.
• Oversees and ensures the accuracy of assigned Service Inventory.

Requirements

• Associates degree in Electronics, Medical Technology, Biomedical Engineering, or related industry training required; equivalent experience in lieu of a degree will be considered.
• Minimum of 3 years of experience in a technical/support role (industry, military, and/or customer facing).
• Strong organizational and time management skills with the ability to triage and prioritize tasks.
• Ability to communicate effectively with a variety of audiences including customers, peers, and management.
• Technically and process-oriented with the ability to work independently managing assigned territory with minimal direction.
• Ability to lift up to 50 lbs.
• Ability to work in a team environment and collaborate with colleagues to achieve goals.

Nice-to-haves

• 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 is a plus.
• Working knowledge of Microsoft Office 365 preferred.
• 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.

Benefits

• Generous Base Salary
• Incentive 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