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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.
Job Responsibility:
Provides customer support with on-site visits to perform installations, repairs, preventative maintenance, and product enhancement service activities
Diagnoses, analyzes, troubleshoots, and fault isolates instrument symptoms and issues
Delivers a high level of customer service to build and maintain customer relationships
Acts as company liaison with customers
Escalates and communicates unresolved technical issues
Advises customers regarding proper orientation, maintenance and troubleshooting
Collaborate and communicate with all Commercial Operations colleagues
Promotes service contracts and follows-up on service contract renewal
Ensures compliance with all Quality, Regulatory, Service & Support policies
Documents service activities performed in a customer service report
Responsible for oversight and accuracy of assigned Service Inventory
Follows company travel/expenditure and time reporting guidelines
Requirements:
Associates degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required
Minimum of 3 years of experience in a technical/support role (industry, military and/or customer facing)
Working knowledge of personal computers and Windows Operating systems
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
Ability to work extended and flexible workdays
Ability to lift up to 50 lbs
Valid driver’s license required
Nice to have:
Working knowledge of Lab Information Systems and computer network connectivity