[Remote] Field Service Engineer - Medical Device/Diagnostics - Lubbock, TX Territory

Note: The job is a remote job and is open to candidates in USA. Werfen is a global company specializing in specialized diagnostics, including hemostasis and acute care diagnostics. The Field Service Engineer supports customers across an assigned territory by installing, repairing, maintaining, troubleshooting, and enhancing complex medical diagnostic instruments and systems while meeting service delivery and customer retention goals.

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

Skills

• + Strong Organizational and Time Management Skills | Ability to Triage & Prioritize | Work Under Pressure | 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
• + 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)
• + 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
• * 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

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401k plan retirement benefits with an employer match
• Paid vacation
• Paid sick leave

Company Overview

Company H1B Sponsorship