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Field Service Engineer II
| Company | Werfen |
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| Location | San Diego, CA, USA |
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| Salary | $83000 – $100000 |
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| Type | Full-Time |
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| Degrees | Associate’s |
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| Experience Level | Mid Level |
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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.
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.
- 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.
Preferred Qualifications
- Working knowledge of Lab Information Systems and computer network connectivity a plus.
- Working knowledge of Microsoft Office 365 preferred.
