Field Service Engineer II Buffalo, NY or Rochester, NY

Werfen

Werfen is a growing family-owned innovative company founded in 1966 in Barcelona Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis Acute Care Diagnostics Transfusion Autoimmunity and Transplant. Through our Original Equipment Manufacturing (OEM) business line we research develop and manufacture customized assays and biomaterials. We operate directly in 30 countries and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe and our workforce is more than 7000 strong.

Our success comes from a specific focus in these rapidly evolving diagnostic areas our commitment to customers and our dedication to innovation and quality. Were passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Amazing Total Rewards for our Field Service Team!

• 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
• Talk to your recruiter for full offerings!

Position Summary:

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.

Key Accountabilities

Essential Functions:

• 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.

Secondary Functions:

• 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.

Budget managed (if applicable)

• N/A

Internal Networking/Key Relationships
To be determined based on department needs to include interactions such as:

• North America Commercial Operations
• Client Services
• World Wide Service

Skills & Capabilities:

• The ideal candidate for this position will exhibit the following skills and capabilities:
  • 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.

Minimum Knowledge & Experience required for the position:

• Education:
  • Associates degree in Electronics Medical Technology Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
• Experience:
  • Minimum of 3 years of experience in a technical/support role (industry military and/or customer facing).
• Additional Skills/Knowledge:
  • 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.

International Mobility:

• Required: No

Travel Requirements:

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

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination harassment or retaliation based upon an individuals race color religion gender sexual orientation gender identity/expression national origin/ancestry age mental/physical disability medical condition marital status veteran status or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process please contact for assistance.

We operate directly in over 30 countries and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7000 employees around the world comprise our Werfen team.

The salary range for this position is currently $80000- $99000 annually. Individual compensation is based on the candidates qualifications including experience skills knowledge education certifications internal equity budget and/or other business and organizational needs.

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