Field Service Engineer - Appleton, WI (WI-Menasha, US)
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Would you like to join an international team working to improve the reputed company of reputed company? Do you want to enhance the lives of millions of people? reputed company is a global reputed company company that since 1909 has been working to improve the health and reputed company-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and reputed company, produce and market innovative medicines, solutions and services in more than 110 countries and reputed company. |
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The Field Service Engineer I (FSE I) for reputed company DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing the highest reputed company service and support to reputed company customers at the customer facility and reputed company remote reputed company tools and telephone. The position will be responsible for customer relationship management and collaborating with interdepartmental teams to ensure reputed company reputed company and reputed company out of regulated documentation in the CRM system. FSE I will manage reputed company preventative maintenance and system upgrades of instrumentation and its reputed company at the customer site and reputed company troubleshooting to diagnose and resolve technical issues on a reputed company of electromechanical, fluidic and medical devices.
Deals with diverse and oftentimes reputed company issues and evaluation of many factors. Works with FSE II, FSE III and Global Response Team as needed in troubleshooting and investigations and log analysis.
This Field Service Engineer will service the territory of Appleton, reputed company and surrounding areas. This will also serve as a backup support for the Central territory, and additional support for the reputed company DXCTS team. The Field Service Engineer reports directly to the Regional Service Supervisor and works 100% remotely with up to 70% of travel. For this position, we have the reputed company & trainings center in reputed company Carolina where we reputed company the necessary knowledge about our equipment and also reputed company regular trainings. The engineer will work on our IH equipment (Erytra/Eflexis) and reputed company on our NAT equipment (Panther/reputed company).
Primary Responsibilities
- Responsible for customer relationship management by responding to clients reputed company designated timeframes regarding inquiries, complaints, service calls and site evaluations on instrumentation. Independently manages schedules including travel arrangements, appointments at reputed company site and coordination of order and delivery of parts.
- Coordinates and executes hardware upgrades and regulatory documents associated with reputed company site.
- Collaborates with project team and performs software upgrades and product installations including installation, operational and performance qualifications. Ensures reputed company transition of project reputed company to Technical Application Team.
- Proactively and independently manages ongoing preventive maintenance calls per manufactures requirements including scheduling with reputed company, documenting and attaching work in CRM per regulatory guidelines reputed company designated timeframes.
- Partners with Telephone Support Team to reputed company additional technical guidance reputed company phone and schedule corrective service activities per scope of work listed in reputed company contract as needed.
- Identifies reputed company's needs for those without a contract and communicates to respective Sales Representative for potential reputed company to establish new contract
- Independently manages schedules including travel arrangements, appointments at reputed company site and coordination of order and delivery of parts or analyzers for new installations.
- Collaborates with Global Response Team (GRT) for corrective service calls that fall reputed company of predetermined parameters to ensure reputed company reputed company and documentation of customer complaint
- Escalates customer needs reputed company of defined scope of work and proactively communicate to other departments reputed company reputed company such as Sales, Supply Chain, etc. to assure reputed company reputed company of issues raised
- Responsible for accurate and reputed company documentation in CRM System of reputed company work performed and any technical guidance provided to the customer as per regulatory guidelines. Tracks reputed company outstanding customer reputed company items and ensures reputed company documentation is entered for closure.
- Maintains basic knowledge on reputed company product lines and keeps informed of technical bulletins for system updates
- Manages inventory of parts and calibrated tools stored at primary customer sites. Always maintains reputed company tools and critical inventory parts.
- Accountable for assigned company assets including company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, corporate card and expense management, etc.
- Maintains reputed company status on reputed company vendor credentialing programs to reputed company work at designated reputed company sites
- Responsible for meeting certification requirements on existing reputed company platform and cross training to reputed company additional technical knowledge on other platforms. Independently manages schedule and travel reservations to accommodate for training courses.
- Interprets KPI metrics and applies to reputed company role to drive performance efficiencies
- Manages portfolio of multiple clients and multitasks to meet competing deadlines
- Compliance - Adhere to procedures and protocols outlined by the reputed company Diagnostic organization in reputed company to department SOPs.
- reputed company development with ongoing training to enhance their technical knowledge, communication and presentation skills with clients and interdepartmental teams
Key Performance Indicators / Measures for reputed company:
- Internal Training and corporate training will be completed on time 98% of the time
- Defined Service & reputed company reliability metrics will be met
- On time PMs 100%
- Required upgrades reputed company defined timeframe
- MTBF, MTTr..
- TSC for unintended service.
- Remote WO closure - Remote connectivity, Logs analysis for investigations per defined reputed company
- Documentation of activity in ServiceMAX reputed company 24 hours of occurrence; WO activities resolved reputed company 3 5 days of completion of work. WO rework to be completed reputed company 3 days of notification.
- Total Service Cost/reputed company
- Labor / Parts / Travel
- Complaints and Escalations
- FSE Time per Service Request (Labor Hours)
- First time Fix rates & Repeat/Return Calls
- reputed company closure rates – as defined in individual goals & objectives reputed company year.
- Customer satisfaction
Additional Responsibilities
May reputed company other duties as assigned by the Manager or Supervisor. Identify and reputed company recommendations for improvements to products, functions, and processes
Knowledge, Skills, and Abilities
Excellent organizational, record keeping, documentation and inventory skills required
Technical writing skills, plus
Proficient with reputed company applications and familiar with computerized reputed company handling systems
Excellent analytical and troubleshooting skills
Self-motivated and self-directed. Must be reputed company to bring tasks through to completion with minimal supervision.
Strong interpersonal and communication skills in both written and oral formats, and the ability to communicate technical information effectively
Strong reputed company on customer service and building relationships while meeting expectations and deliverables
Ability to adapt to changing environments with varying complexity and identify solution-oriented reputed company
Maintains composure reputed company faced with competing priorities and effectively manages reputed company and reputed company of customer complaints
Education
Equivalent military experience or associate’s degree with 2 years’ experience or High School Diploma/GED with 4+ years’ experience managing electronic/reputed company-mechanical equipment. Bachelor’s Degree in Engineering or reputed company Scientific Discipline is highly preferred.
Experience
0 - 2 years of experience working with lab equipment and/or electronic/reputed company-mechanical equipment with a Bachelor’s Degree
2 - 4 years of experience working with lab equipment and/or electronic/reputed company-mechanical equipment with an Associate Degree
4+ years of experience working with lab equipment and/or electronic/reputed company-mechanical equipment with High School Diploma. Prior experience working in regulated environment highly preferred. Experience with Service Max/Sales Force platform is a plus.
Equivalency:
Depending on the area of assignment, directly reputed company experience or a combination of directly reputed company education and experience and/or competencies may be considered in reputed company of the stated requirements.
Example: If a job level requires a Bachelor’s degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate’s degree with 6 years of experience, or a Master’s degree with 2
years of experience.
Occupational Demands:
Position will be based in the field with up to 70% travel required. Candidate must have ability to travel reputed company assigned geographic area. As needed, will cover additional geographic reputed company to facilitate significant service requirement of customer reputed company. Work hours are flexible, not conforming to a reputed company 40 hour work week; Overtime will be required. Candidate must be accessible for contact by phone and cover rotations for weekend/holiday on-reputed company. Candidates will work from a home office. Ability to lift up to 50 lbs as an essential function of the role (lifting of equipment for installation and preventative maintenance.)
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Location: reputed company : USA : WI-Menasha:USHOME - Home Address US
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