Field Service Engineer

In the Field Service Engineer role, you will be responsible for delivering the desired customer service experience. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability. The ideal candidate will reside in the Raleigh / Durham North Carolina area. The primary responsibility of this position is to provide timely service and support for all Bioprocess products and accessories. The Field Service Engineer will be responsible for the southern region consisting of the following states: NM, CO, TX, OK, MS, LA, AK, GA TN, NC, SC, FL and Puerto Rico. The Field Service Engineer will act as the primary liaison between all North America customers and colleagues regarding service, parts and support for these products. The FSE will perform installation, start-up, repairs, calibrations, operator training and maintenance on all Bioprocess products.

Service company equipment for customers, including installations, preventative maintenance, repairs and training. Generate service revenue for the company by proactively selling service contracts to customers. Interact with customers directly to schedule appointments, provide quotations, order parts, and complete repair services as appropriate. Provide excellent customer service at every step. Evaluate the customer’s service need, including a technical evaluation of the equipment that needs servicing; researching and interpreting the specifications to effectively troubleshoot and determine an appropriate solution; coordinating with the customer and other internal personnel to complete the service Maintain complete, timely documentation, including field service reports, customer surveys, installation reports, daily progress reports, and others as defined by management. Communicate effectively and in a timely manner with management, coworkers, and customers, including responding by email, phone and in person as needed. Maintain an updated schedule, and pro-actively communicate to management when schedule is free of appointments. Properly manage company parts, equipment and tools. Keep an accurate inventory and care properly for equipment and tools.