Field Service Engineer II: Gainesville, FL

Werfen - Gainesville, FL

Full-time - Mid Level

Gainesville, FL

5,001-10,000 employees

Merchant Wholesalers, Durable Goods

About the position

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care. In this position, you will build and maintain relationships with customers to retain the North American customer install base while performing thorough installations, repairs, preventative maintenance, and product enhancement activities on highly complex Werfen instrumentation and systems. You will be responsible for meeting Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets. This role requires a high level of customer service to ensure customer retention and satisfaction, acting as a liaison between the company and its customers. You will also be responsible for diagnosing and troubleshooting instrument issues, advising customers on proper maintenance, and ensuring compliance with all relevant policies and procedures.

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 such as the Sales and Applications roles, 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).
• 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.
• 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.

Nice-to-haves

• Ability to lift up to 50 lbs.
• Ability to work independently, managing assigned territory with minimal direction to achieve daily goals.
• Ability to work in a team environment, collaborate with colleagues to achieve Area(s) and National goals.

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