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Customer Support Engineer - United States  

Company managed [?] Still accepting applications
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Posted on : 19 May 2017

Project Description

Job Description : 
  • Our company  is a global technology leader driving growth and initiative in the Environmental and Human Health Science markets. 
  • The company is a leading force in the development, production, marketing, servicing, and supporting of laboratory instrumentation and ancillary services throughout the world.


Purpose
  • The Field Service Engineer helps company customers enhance the productivity of their laboratory processes and drives high levels of customer satisfaction by performing routine maintenance, repairs, validations and training on a variety of instrumentation. 
  • The Field Service engineer represents the face of our company to the customer and fosters business expansion by providing ‘best-in-class’ responsiveness and professionalism in all customer interactions. 
  • This also includes key account expansion, sale of new maintenance agreements, training, upgrades and provide instrument sales leads.
 


Key Responsibilities

Installation, Maintenance & Repair
  • Install, maintain, verify performance and repair equipment at customer sites ensuring best-in-class service within established time frame and assigned geographical area or site. Drive toward zero service recalls. 
  • Completes assigned preventive maintenance calls at customer sites within prescribed time frame and established performance standards. 
  • Provide scheduled preventative maintenance for contract customers, remedial maintenance for non-contract customers billed at an hourly rate and all warranty services, which apply to our products in the field. 
  • Demonstrate knowledge of and adherence to the Installation, warranty, and service contract provisions to provide adequate billing information to the customer.


 Business Development: 
  • Drive the sale of new maintenance agreements, maintenance agreement upgrades and instrument add-ons to existing contracts. 
  • Encourage customers to purchase training, support, software and field installed computer hardware upgrades. 
  • Assist and support local sales representative secure new instrument orders. 
  • Contribute to account profitability through billable labor/travel orders, parts orders, support orders, billable install orders, and consumables. 
  • Provide appropriate referral to other employees for answers to specific questions or to obtain product information.


 Information/Asset Management: 
  • Maintain up to date electronic and repair documentation for dispatch, inventory and service support functions of the job. 
  • Perform timely uploads and downloads of required data to ensure the integrity of the service system. 
  • Accountable for assigned company assets to include: Company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, etc. Manages inventory levels to ensure that adequate supply and appropriate records are maintained.



Continuous Self Development: 
  • Take an active role in developing technical skills and soft skills to maintain and enhance company’s value proposition to the customer. 
  • Seek higher level certification through participation in company sponsored training & development initiatives. 



 Requirements   
 
  • The ideal candidate will hold a Bachelor’s degree in electronics or chemistry. 2-3 years of experience is preferred but not necessary. 
  • Hands on service skills and oral/written communications skills a must. 
  • Target attributes   
    • critical thinking and problem solving 
    • customer ownership 
    • continuous development 
    • ability to adapt to a flexible work schedule 
    • experience with test equipment     
  • Additional valued experience   
    • GMP/GLP compliance rigor and attention to detail 
    • Inorganic and/or Material Science instrumentation operation and/or maintenance experience 
    • Instrument Method development experience. 
    • Training development and execution experience 
    • Business development/ownership skills