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.

Responsibilities

Key Accountabilities

Essential Functions:

• 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.

Budget managed (if applicable)

• N/A

Internal Networking/Key Relationships
To be determined based on department needs, to include interactions such as:

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

Skills & Capabilities:

• The ideal candidate for this position will exhibit the following skills and capabilities:
  • 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.

Qualifications

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.

International Mobility:

• Required: No

Travel Requirements:

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