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Field Service Engineer II: New England

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Werfen

1mo ago

  • Job
    Full-time
    Mid Level
  • Boston
    Remote

AI generated summary

  • You need an Associate's degree or equivalent experience, 3 years in a technical role, PC proficiency, and a valid driver’s license. Willingness to travel up to 90% and work flexible hours is essential.
  • You will provide on-site customer support, perform installations and repairs, troubleshoot issues, maintain compliance, document service activities, and promote service contracts while ensuring customer satisfaction.

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.
  • - Required: No
  • - Up to 90% travel to cover assigned territory
  • - Up to 30% of overnight travel.
  • - Valid driver’s license required.

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.

FAQs

What is the base salary for the Field Service Engineer II position?

The position offers a generous base salary, but specific amounts are typically discussed during the recruitment process.

Is a company vehicle provided for this role?

Yes, a company vehicle with a personal use allowance is provided.

What kind of travel is expected for this position?

Up to 90% travel is required to cover the assigned territory, with up to 30% involving overnight travel.

Is prior experience required for this role?

Yes, a minimum of 3 years of experience in a technical/support role is required.

What educational background is needed for this position?

An associate's degree in Electronics, Medical Technology, Biomedical Engineering, or related industry training is required. Equivalent experience in lieu of a degree will be considered.

Are there any benefits related to retirement savings?

Yes, there is an 8% 401k match (dollar for dollar) included as a part of the benefits.

What kind of support will I provide to customers?

You will provide on-site support for installations, repairs, preventative maintenance, and product enhancements on Werfen instruments and systems.

Is there any flexibility in work hours?

Yes, the role may require extended and flexible workdays to ensure customer interactions are resolved.

Are there opportunities for career development, like tuition reimbursement?

Yes, tuition reimbursement is included as part of the comprehensive benefits offered.

What kind of documentation is required for service performed?

You are responsible for accurately documenting service activities performed in a customer service report in a timely manner.

Werfen

Manufacturing & Electronics
Industry
5001-10,000
Employees
1966
Founded Year

Mission & Purpose

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.