Field Service Engineer 3_HC
Remote, United States
Responsibilities :
- Perform advanced troubleshooting and repair on assigned equipment.
- May also perform installation, validation and maintenance on assigned equipment.
- Lead, instruct, and assist less experienced Field Engineers and provide coaching and feedback to team members.
- Lead communications with customers and serve as escalation point for customer-related concerns including installs.
- Own customer issues from dispatch or identification of issue to resolution. Proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customers.
- Lead and communicate HQ and Zone or Area-level initiatives.
- Co-lead regular team or modality meetings as required.
- Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
- Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner, ordering repair parts, and managing cycle times.
- Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues in a timely manner.
- Effectively communicate and partner with teammates and colleagues.
- Serve as a member of the account community for key accounts. Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs.
- Embody the belief that Customers determine our success by focusing on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business.
- Keep up to date with competitor information and market trends.
- Demonstrate strong commercial acumen. Serve as a key member and leader of the account community for assigned accounts.
- Exhibit boundaryless collaboration with Commercial Sales teams and region/zone leadership to support business growth.
- Assist Area Service Manager or Director of Service in creating growth and/or deployment strategies.
- May include application training of clinical or scientific staff on designated equipment.
Qualifications :
- Associate’s or Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 4+ years of experience servicing electrical equipment;
- OR …
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Must comply with background checks Must comply with customer access policies Remote U.S. based U.S. based positions only
Benefits/PerksAccident Insurance Cash bonuses Challenging careers Collaboration Competitive benefits Competitive benefits package Competitive compensation Dental Great work environment Life, disability, and accident insurance Medical Medical, Dental, Vision Paid Time Off Professional development Support Tuition reimbursement Vision
Tasks- Administrative responsibilities
- Collaboration
- Customer satisfaction
- Customer Service
- Development
- Engage in sales opportunities
- Install and maintain equipment
- Installation
- Lead and coach team members
- Maintaining customer service logs
- Maintain service records
- Maintenance
- Manage customer communications
- Provide coaching and feedback
- Recommend value-added services
- Resolve customer issues
- Service repair
- Test
- Troubleshoot and repair equipment
- Troubleshooting
Biomedical Engineering Clinical Coaching Collaboration Commercial Acumen Communication Communications Customer Satisfaction Customer service Education Electrical Electrical Engineering Electrical equipment Electronic equipment Engineering Field Service Healthcare Installation IT Leadership Maintenance Mechanical Mechanical Engineering Microsoft Suite Military education Process Reimbursement Repair Sales Service Service Excellence Service records Service repair Servicing electrical equipment Team Leadership Teams Technical Training Troubleshooting Validation Web applications
Experience4 years
EducationAS Associate's Degree Bachelor Bachelor's degree Biomedical Engineering Business Communications Degree Diploma Electrical Engineering Engineering Equivalent GED Healthcare High School High school diploma High school diploma/GED IT Mechanical engineering Military Education Related Field
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9