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Role Description

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

• 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.

Qualifications

• 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.

Requirements

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

Benefits

• Generous Base Salary + Incentive Compensation
• Company Vehicle with Personal Use Allowance
• Phone & Internet Reimbursement
• 8% 401k Match (dollar for dollar!)
• Comprehensive Health Care Benefits
• Company paid Life Insurance
• Flexible Spending Account (FSA)
• Tuition Reimbursement