Field Service Engineer II
| Company | Werfen |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Mid Level |
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.
- 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.
Preferred Qualifications
- Strong Organizational and Time Management Skills
- Ability to Triage & Prioritize
- Work Under Pressure
- Exercise Good Judgement
- Ability to communicate effectively to/with a variety of audiences: customers, peers, 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.