Engineer III, Field Service
US - Missouri - St. Louis Update time: July 1,2020
Job Description
Position Objective:
The Field Service Engineer (FSE) III performs customer installs, repairs and preventative maintenance on a variety of instruments in assigned territory. The FSE positively interacts with customers to solve technical problems and identify areas to improve their work.
Essential Functions:
Requires a bachelor’s degree in engineering, biology, chemistry or related field or equivalent work experience and knowledge.
Required Qualifications:
The Field Service Engineer (FSE) III performs customer installs, repairs and preventative maintenance on a variety of instruments in assigned territory. The FSE positively interacts with customers to solve technical problems and identify areas to improve their work.
Essential Functions:
- Provides onsite installation of instruments, upgrades, updates, repairs and planned maintenance service
- Displays professionalism, understanding, tact, fairness and technical knowledge in all customer interactions.
- Achieves specified revenue targets while satisfying customer from instrument repair, installs and PM’s.
- Interacts with customers to offer and close the sale of service contracts and other service products.
- Collaborates with internal partners to resolve customer issues and improve processes.
- Follows all reporting responsibilities of Remote Service Dispatch (RSD), Escalation, Field Problem Report (FPR) and Field Service Report (FSR) submissions.
- Is familiar with and follow policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
- Executes Qualification & Validation Products at customer sites.
- Maintains their technical competency level servicing new instrument and problems by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors.
- Manages travel expenses and follows Life Technologies travel policies and guidelines.
- May be required to perform other related duties as required and/or assigned.
Requires a bachelor’s degree in engineering, biology, chemistry or related field or equivalent work experience and knowledge.
Required Qualifications:
- Minimum of 3+ years of relevant experience in a related science, engineering and/or customer facing role
- Uses effective questioning to identify customer needs
- Exercises judgment setting work priorities and identifies next steps
- Requires minimal oversight Participates as a positive influence to the team
- Quickly adapts to change with positive and constructive feedback
- Masters level degree Experience in a clinical, diagnostics and/or other regulated environment
- Aptitude for learning and understanding IT systems and processes
- Experience in related product applications
- Frequent travel to customer site is required and ranges from 25-75% of work time.
- Works both in home office as well as in a laboratory environment.
- Required to lift up to 40 lbs.
- May be required to stand for long periods of time while performing duties.
- Must be able to work safely with chemicals and hazardous materials.
- Must be able to work overtime and flexible shifts.
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