Werfenlife SA.
Field Service Engineer II : Toronto, Ontario, Canada
Country : Canada
Shift : 1st
About the Position
Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality.
Overview
Position Summary : 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.
Responsibilities
Key Accountabilities
Essential Functions :
- Provides customer support with on-site visits to perform and complete installations, cost-effective repairs, preventative maintenance, and product enhancement service activities on Werfen instruments and systems.
- Diagnoses, analyzes, troubleshoots, and fault isolates instrument symptoms and issues to determine failure and implement thorough corrective action.
- Delivers a high level of customer service to build and maintain customer relationships to ensure customer retention.
- Acts as company liaison with customers by demonstrating the highest level of professionalism, commitment, communication, and follow-up.
- Escalates and communicates unresolved technical issues.
- Advises customers regarding the proper orientation, maintenance, and troubleshooting of Werfen instruments and systems.
- Collaborates and communicates with all Commercial Operations colleagues such as the Sales and Applications roles, sharing customer situations, product information, and lead generations.
- Promotes service contracts and follows up on service contract renewal through customer relationships.
- Ensures compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions, and records.
- Responsible for accurately documenting service activities performed in a customer service report in a timely manner.
- Responsible for the oversight and accuracy of assigned Service Inventory.
Secondary Functions :
- Follows company travel / expenditure and time reporting guidelines; timely submission of expense and time reporting.
- Performs other duties and responsibilities as assigned by the Area Service Manager.
Qualifications
Minimum Knowledge & Experience required for the position :
- Education :
Associates degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
- Experience :
Minimum of 3 years of experience in a technical / support role (industry, military, and / or customer-facing).
- Additional Skills / Knowledge :
Working knowledge of personal computers and Windows Operating systems; legacy up to current version preferred.
- 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 to provide support as required.
- Ability to work extended and flexible workdays to ensure customer interactions are resolved.
Travel Requirements :
- Up to 90% travel to cover assigned territory.
- Up to 30% of overnight travel.
- Valid driver’s license required.
If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.
Werfen is an Equal Opportunity employer and is committed to a diverse workplace.
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Field Service Engineer • Toronto, ON, Canada
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