Summary:
The Field Service Engineer (FSE) is responsible for installing and maintaining Growth Direct systems to meet or exceed customer expectations. This position requires advanced problem-solving skills, both technically and in handling customer situations. The FSE is an experienced professional with well-developed communication skills who has a full understanding of industry practices and company policies. With advanced levels of technical and communication skills, the FSE is expected to always provide a support product that maximizes both customer satisfaction and instrument uptime while fulfilling organizational objectives. As a trusted resource, the FSE has earned the autonomy to make decisions on prioritization of field activities with little to no supervision or guidance.
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Primary Activities:
· Perform successful installations at new and existing customer sites
· Complete regularly scheduled Preventative Maintenance activities on time 100% of the time
· Provide dependable and reliable service for emergency customer repairs per service levels defined by the Warranty or Service Contract 100% of the time
· Complete all paperwork within departmental goals 100% of the time
o Service reports
o Expense reports
o SFDC requirements
· Complete all necessary training on time to meet Quality requirements
· Develop working knowledge of industry practices and company policies
· Support the new instrument Sales Process by performing site inspections
Maintain company equipment and manage inventory accuracy
Skills
· Demonstrated ability to read, comprehend, and interpret scientifically written documentation, including organizational and instrument procedures, and those from customer/regulatory agencies
· Strength in defining problems, collecting data, establishing facts, and drawing valid conclusions
· Well-developed and professional output of written and spoken communications
· Expertise in decision making as related to prioritizing schedule, making travel choices, and recognizing when to escalate issues to management
· Computer/Microsoft Office proficiency, especially in Outlook, Excel
· Professional email etiquette
· Regularly makes decisions autonomously with little or no guidance/supervision; a trusted resource
Knowledge
· Experience working with mechanical systems consisting of pneumatic and servo-controlled mechanisms
· Experience working directly on software-controlled instruments
· Demonstrated experience working in ISO or GMP controlled environments in the life science field
Acquired knowledge of computer networkingPrevious experience having worked as a field engineer and understanding of appropriate and professional customer handling are requiredDeep knowledge of procedures to effectively contribute to updates and procedure improvements
Behaviors
· Strong communication and interpersonal skills (internally and externally)
· Careful attention to time management and organization, including appropriate work/life balance
· Team player capable of focusing on the organizational objectives over personal desires
· Positive attitude towards challenging situations and in the face of adversity; adept at offering a solution-based approach
· Ability to provide compelling narrative to influence customer and internal decision makers
Education
· Minimum of technical degree in sciences/engineering or equivalent military experience, bachelor’s degree preferred
Environmental Factors
· May be required to work on client sites for extended hours
· Must be able to lift 75 pounds
· Requires extended travel on short notice