Field Service Engineer-Life Sciences-Nj

Radiometer Newark , NJ 07101

Posted 2 weeks ago

The Field Service Engineer position is responsible for daily service support of existing customer base. The engineer also supports sales growth, service growth and customer satisfaction. Field Service Engineers are responsible for repair, installation, and maintenance of Beckman Coulter equipment at customer sites.

KEY RESPONSIBILITIES

Customer Satisfaction

  • Customer Satisfaction in all aspects of the job. Increased throughput, decreased downtime, regular Preventive Maintenance, regular upgrades as deemed by Beckman Coulter technical staff. A clear advocate for the customer (internal and external) and a steward for the company

  • Call Closure Using our computerized system, a FSE is responsible for closing service calls at time of completion. This action then prompts customer invoices, relieves inventory of parts used and ultimately leads to our objective of accurate reporting.

  • Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a "first time fix"

  • Excellent followup skills to insure we exceed customer expectations, and close all outstanding

  • Issues

  • Strong communication and listening skills

  • Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion

  • Managing Call Escalations ability to identify, own and track any issues with an account, according to call escalation procedure, to reach resolution.

Financial Management & Growth

  • Excellent customer service ability measured by the attainment of revenue goal by individual and their District. This includes annual growth of Field Service Maintenance Agreements monthly base billing and the support of sales initiatives through lead generation.

  • Achieve annual revenue target with expected yearoveryear growth of 810%

  • Manage individual expenses with on time monthly submission of expenses, signed, with receipt by the 15th of each month.

  • Submission of weekly time card via ADP by end of business day on Friday

  • Able to effectively price and position Service agreements on both existing and new equipment, taking into account expected costs to proactively manage profit margin

Continuous Improvement

  • Leads by example to develop a robust continuous improvement culture

  • Assumes accountability around daily management and monthly KPI's

  • Aggressively seeks out opportunities for improvement

  • Acts as a primary customer of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements

  • Sales Support

  • Value Selling add value to our service offerings. A FSE must have ability to manage a customer account in its entirety, and when accessing an account, determine on where we can add more value by offering other services (i.e. reagents, consumables, additional or new equipment leads, service on nonagreement instruments, etc.).

  • Drive substantial new equipment lead generation from Service to aid Sales growth

  • Partner with sales to support current sales initiatives to drive growth

General Qualifications

  • Sense of Urgency must have the drive/motivation to take action. Must be able to prioritize daily activities and determine what requires immediate attention.

  • Strong Interpersonal and Communication skills must be able to remain calm when dealing with difficult customers/peers and have strong communications skills both with internal associates and external customers. Must be a true professional at all times. Team orientated, positive attitude and motivator.

  • Ability to adapt must be flexible and understanding with change as it occurs regularly for a FSE throughout his/her day/week. Must be able to think quickly and respond positively to those changes.

  • Able to travel 25 75% of the time

  • Ability to lift 50 pounds

Education and/or Experience

  • Associates mechanical, electrical, or biological degree or military equivalent

  • 3 years of prior field service experience in related field is preferred

  • Highly computer literate (especially in Excel, Oracle, Sales Force, Pro Service a plus)

  • Strong deductive reasoning and problemsolving skills

  • Commercial experience, including direct selling of products or services

  • Strong interpersonal and communication skills

Beckman Coulter is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Diversity & Inclusion

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page

Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.


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VIEW JOBS 9/5/2019 12:00:00 AM 2019-12-04T00:00 The Field Service Engineer position is responsible for daily service support of existing customer base. The engineer also supports sales growth, service growth and customer satisfaction. Field Service Engineers are responsible for repair, installation, and maintenance of Beckman Coulter equipment at customer sites. KEY RESPONSIBILITIES Customer Satisfaction * Customer Satisfaction in all aspects of the job. Increased throughput, decreased downtime, regular Preventive Maintenance, regular upgrades as deemed by Beckman Coulter technical staff. A clear advocate for the customer (internal and external) and a steward for the company * Call Closure ‐Using our computerized system, a FSE is responsible for closing service calls at time of completion. This action then prompts customer invoices, relieves inventory of parts used and ultimately leads to our objective of accurate reporting. * Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a "first time fix" * Excellent follow‐up skills to insure we exceed customer expectations, and close all outstanding * Issues * Strong communication and listening skills * Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion * Managing Call Escalations ‐ability to identify, own and track any issues with an account, according to call escalation procedure, to reach resolution. Financial Management & Growth * Excellent customer service ability measured by the attainment of revenue goal by individual and their District. This includes annual growth of Field Service Maintenance Agreements monthly base billing and the support of sales initiatives through lead generation. * Achieve annual revenue target with expected year‐over‐year growth of 8‐10% * Manage individual expenses with on time monthly submission of expenses, signed, with receipt by the 15th of each month. * Submission of weekly time card via ADP by end of business day on Friday * Able to effectively price and position Service agreements on both existing and new equipment, taking into account expected costs to proactively manage profit margin Continuous Improvement * Leads by example to develop a robust continuous improvement culture * Assumes accountability around daily management and monthly KPI's * Aggressively seeks out opportunities for improvement * Acts as a primary customer of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements * Sales Support * Value Selling ‐add value to our service offerings. A FSE must have ability to manage a customer account in its entirety, and when accessing an account, determine on where we can add more value by offering other services (i.e. reagents, consumables, additional or new equipment leads, service on non‐agreement instruments, etc.). * Drive substantial new equipment lead generation from Service to aid Sales growth * Partner with sales to support current sales initiatives to drive growth General Qualifications * Sense of Urgency ‐must have the drive/motivation to take action. Must be able to prioritize daily activities and determine what requires immediate attention. * Strong Interpersonal and Communication skills ‐must be able to remain calm when dealing with difficult customers/peers and have strong communications skills both with internal associates and external customers. Must be a true professional at all times. Team orientated, positive attitude and motivator. * Ability to adapt ‐must be flexible and understanding with change as it occurs regularly for a FSE throughout his/her day/week. Must be able to think quickly and respond positively to those changes. * Able to travel 25 ‐75% of the time * Ability to lift 50 pounds Education and/or Experience * Associates mechanical, electrical, or biological degree or military equivalent * 3 years of prior field service experience in related field is preferred * Highly computer literate (especially in Excel, Oracle, Sales Force, Pro Service a plus) * Strong deductive reasoning and problem‐solving skills * Commercial experience, including direct selling of products or services * Strong interpersonal and communication skills Beckman Coulter is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. Diversity & Inclusion At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. Cepheid Newark NJ

Field Service Engineer-Life Sciences-Nj

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