Field Service Engineer II: San Antonio, TX

Overview

Position Summary: Builds and maintains relationships with customers to retain North American customer install base while performing thorough installations, repairs, preventative maintenance, and product enhancement activities on highly complex Werfen instrumentation and systems. Responsible to meet Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets.

Key Accountabilities

• 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.
• Collaborate and communicate 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.

Secondary Functions:

• Follows company travel/expenditure and time reporting guidelines; timely submission of expense and time reporting.
• Performs other duties and responsibilities as assigned by the Area Service Manager.

To be determined based on department needs, to include interactions such as:

• North America Commercial Operations
• Client Services
• World Wide Service

• Strong organizational and time management skills: ability to triage & prioritize, work under pressure, exercise good judgement.
• Ability to communicate effectively to/with customers, peers, and management.
• Technically and process oriented.
• Ability to work independently, managing assigned territory with minimal direction to achieve daily goals.
• Ability to lift up to 50 lbs.
• Ability to work in a team environment, collaborate with colleagues to achieve Area(s) and National goals.

Minimum Knowledge & Experience required for the position:

• Education:
  • Associates degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
• Experience:
  • Minimum of 3 years of experience in a technical/support role (industry, military, and/or customer facing).
• Additional Skills/Knowledge:
  • 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.

• Required:
  
  No

• Up to 90% travel to cover assigned territory
• Up to 30% of overnight travel
• Valid driver’s license required

The annual base salary range for this role is currently $40.00/hr to $48.00/hr.

This role is eligible for medical, dental, and vision insurance, 401(k) plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact n for assistance.