Field Service Engineer II: San Jose, California

Werfenlife - San Jose, CA

Full-time - Entry Level

San Jose, CA

About the position

The Field Service Technician role focuses on building and maintaining customer relationships while performing installations, repairs, and maintenance on complex Werfen instrumentation and systems. The position is responsible for meeting service delivery performance indicators, managing costs, and achieving revenue targets through high-quality customer service and technical support.

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 by demonstrating 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 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, ensuring records are compliant, complete, and accurate.
• 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; ability to triage and prioritize tasks effectively.
• Ability to communicate effectively with a variety of audiences: customers, peers, management.
• Technically and process-oriented with the ability to work independently and manage 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.

Benefits

• Generous Base Salary
• Incentive Compensation
• Company Vehicle with Personal Use Allowance
• Phone & Internet Reimbursement
• 8% 401k Match (dollar for dollar)
• Flexible Spending Account (FSA)
• Tuition Reimbursement