Field Service Engineer II: Detroit, MI

Instrumentation Laboratory - Detroit, MI

Full-time - Mid Level

Detroit, MI

Miscellaneous Manufacturing

About the position

The Field Service Team member is responsible for building and maintaining relationships with customers in North America while performing installations, repairs, preventative maintenance, and product enhancements on complex Werfen instrumentation and systems. The role focuses on meeting service delivery KPIs, managing costs, and achieving service revenue targets, all while delivering exceptional customer service and support.

Responsibilities

• Provides customer support with on-site visits to perform and complete installations, cost-effective 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 thorough 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 by demonstrating the highest level of professionalism, commitment, communication, and follow-up.
• Escalates and communicates unresolved technical issues.
• Advises customers regarding the proper orientation, maintenance, and troubleshooting of Werfen instruments and systems.
• Collaborates and communicates with all Commercial Operations colleagues, sharing customer situations, product information, and lead generations.
• Promotes service contracts and follows up on service contract renewal through customer relationships.
• Ensures compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions, and records, ensuring all records are compliant, complete, and accurate.
• Responsible for accurately documenting service activities performed in a customer service report in a timely manner.
• Responsible for the oversight and 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.
• Ability to triage and prioritize tasks effectively.
• Ability to communicate effectively to/with a variety of audiences: customers, peers, management.
• Technically and process-oriented with the ability to work independently.
• Ability to lift up to 50 lbs.
• Ability to work in a team environment and collaborate with colleagues.

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

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