Field Service Engineer II: Boston, MA

Werfen•Bedford, MA

14h•Onsite

About The Position

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain, and a worldwide leader in specialized diagnostics in areas such as Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. They operate directly in 30 countries and in more than 100 territories through distributors, with a workforce of over 7,000. Werfen's success stems from its focus on rapidly evolving diagnostic areas, commitment to customers, and dedication to innovation and quality, aiming to provide healthcare professionals with valuable and complete solutions to improve hospital efficiency and enhance patient care. The Field Service Engineer II builds and maintains relationships with customers to retain the North American customer install base by performing thorough installations, repairs, preventative maintenance, and product enhancement activities on highly complex Werfen instrumentation and systems. This role is responsible for meeting Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets.

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.
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.
Up to 90% travel to cover assigned territory.
Up to 30% of overnight travel.
Valid driver’s license required.
Strong Organizational and Time Management Skills.
Ability to Triage & Prioritize.
Ability to Work Under Pressure.
Ability to 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.

Nice To Haves

Working knowledge of Lab Information Systems and computer network connectivity.
Working knowledge of Microsoft Office 365.

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.