Field Services Engineer

DESCRIPTION

This position is responsible for on-site service of company products in an assigned geographic territory and required to provide backup in other territories. Provides routine technical support to customers on operational or maintenance aspects of system equipment. Performs on-site or in-house repair, maintenance, and installation of company products to ensure product performance meets specifications.

Follow standard practices and procedures in analyzing situations to diagnose mechanical, hardware, software, and system failure. Determines most cost-effective repair/resolution to minimize customer downtime. Documents all activity in a manner compliant with company's quality procedures.

This position is responsible for ensuring and maximizing customer satisfaction with company products and services.

RESPONSIBILITIES

·      Following standard practice and procedures installs, maintains, and repairs company products to ensure products perform to specifications.

·      Provides routine technical support to existing customers, including operator troubleshooting and maintenance training as needed. May provide telephone support to customers as required.

·      Performs preventative maintenance, and schedules authorized modifications as described in Technical Service Bulletins and per Sebia policy.

·      Responsible for ensuring and maximizing customer satisfaction with company equipment and related products. Promotes effective, positive, and productive communication among team to ensure and maximize satisfaction of customer base. Manages customer accounts at a level that promotes goodwill, confidence, and credibility to exceed customer expectations for products, service, and support quality.

·      Identifies revenue generating and cost saving opportunities, enforces Sebia service agreement policy, and seeks out opportunities to market service contracts to existing customers.

·      Identifies customer dissatisfaction, excessive downtime or unresolved service issues and escalates to service manager for action.

·      Maintains expenses within Expense Policy guidelines and controls inventory and all company property.

·      Determines when instrument service issues require a formal inquiry; escalation or assist in the investigation of inquiries as directed.

·      Hotline support may be required on the as-needed basis.

·      Documents and processes all service and customer account related reports, updates, and emails in a timely and professional manner, compliant with all quality procedures and in accordance with company policies.

·      Completes all expense reports, time keeping and status update in accordance with company policies.

·      Completes all administrative tasks as per Sebia Diagnostics Canada Inc. policies.

·      Other duties as assigned.

RESPONSABILITY DELEGATION

In case of absence, the "position" is replaced by another Canadian FSE.

RELEVANT KNOWLEDGE, SKILLS AND COMPETENCIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

EDUCATION and/or EXPERIENCE

·       Demonstrates expertise with Microsoft Word, PowerPoint, Excel, Outlook, and CRM software.

·       Diploma/Degree in Electrical/Biomedical Technical Engineering or related discipline. (Electronic background is preferred)

·       Requires a minimum of 3 years of industry-related experience.

·       Requires knowledge of troubleshooting electronics and electro-mechanical systems.

·       Requires ability to work after hours and required to provide backup in other territories.

·       Requires good written/verbal communication skills.

·       Requires customer-focus resolving critical, complex instrument problems in high-stress situations.

·       Requires the ability to work collaboratively with colleagues and staff to create a result-driven, team-oriented environment.

·       Requires effective customer service skills which includes a positive attitude, helpful customer

·       interaction, and maintenance of ongoing customer relationships.

·       Languages required- French and English for Quebec territory

·       Languages required- English (French an asset) for rest of Canada

CERTIFICATES, LICENSES, REGISTRATIONS

·       Valid Driver's License

·       Valid passport and able to travel to USA