PCS Field Engineer 2 - Rochester, NY

Job Description SummaryThe Field Engineer II performs on time and accurate Preventative Maintenance in one or more modalities of equipment in the Rochester, NY area. The FE2 is aware of and follows all Field Modification Instructions and/or Instrument Service Information bulletins. Works with less experienced Field Engineers, both onsite and remotely, to provide support and guidance on troubleshooting, repair and equipment installation techniques. Responsible for driving customer satisfaction through Service Excellence.

Job Description

Responsibilities:

• Complete on-time and accurate Preventative Maintenance, Installations, Corrective Repairs and FMIs.

• Assist less experienced field engineers with equipment installation.

• Work on advanced troubleshooting and service repair needs on designated equipment.

• Effectively communicate and partner with teammates and colleagues.

• Demonstrate effective communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction.

• 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.

• 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.

• Focus 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.

• Answer service calls independently without assistance within one year of employment

• Work location: Rochester, NY

Qualifications:

• Associate's or Bachelor's degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field; OR equivalent military education; OR participant in the formal GEHC Biomed/FE Services Internship or Military Externship program; OR High School Diploma/GED and 6 or more years of experience servicing electronic equipment.

• Experience with Web applications as well as Microsoft suite of products.

• The successful applicant must comply with GEHC's standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned …