Field Service Engineer

Job Description

CaptionsDisabled Transcript DisabledCaptionsGo back to previous menuDisabled Portugu sPT DeutscheDE EnglishEN Espa olES Fran aisFR ItalianoIT NederlandsNL RU ZH SwedishSVPausePlay% buffered 00:0000:00UnmuteMuteSettingsExit fullscreenEnter fullscreenTranscriptMy team at Beckman Coulter is responsible for PROService, which is our remote diagnostics system, which is used by our call center and service engineers to help customers resolve issues with their instruments. During the pandemic, this has become a necessity since our FSEs are not able to visit all sites immediately and this has actually helped them a lot in resolving customer issues and keeping the labs up and running, which of course the customers appreciate since their testing volumes have gone up. So this is how my team has been pitching in and its actually been very relevant during the COVID situation over the last eight months.Video length 0:47We asked Santosh:QHow does the work of Associates across your department/function impact customers Employee Q&AJOB DESCRIPTIONPallFind what drives you on a team with a more than 70-year history of discovery, determination, and innovation. As a global leader in high-tech filtration, separation, and purification, Pall Corporation thrives on helping our customers protect people. Our products serve a wide range of markets, so if your interests lie along the spectrum of Life Sciences to Industrial, you ll find a rewarding role here. For the exponentially curious, Pall is a place you can thrive and amplify your impact on the world.Pall is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.What you ll do: Customer Satisfaction
• Customer Satisfaction in all aspects of the job. Increased efficiency, decreased downtime, regular Calibration and Preventive Maintenance, regular upgrades as deemed by Pall Corporation technical staff. A clear advocate for the customer (internal and external) and a steward for the company.
• Call Set-up and Closure FSE s are responsible for accurately adding Service Calls into Pall s Service Management System (SMS), scheduling visits and closing service calls at the time of completion. These actions drive accurate customer invoicing, relieve inventories of parts used and ultimately drives to our objective of accurate reporting for business management purposes.
• Drives a sense of ownership and urgency to ensure customer needs are addressed promptly and with an emphasis on a first time fix .
• Excellent follow-up skills to insure we exceed customer expectations and close all outstanding issues takes charge of customer issues and services as the primary customer contact for issue resolution.
• Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion
• Managing Call Escalations - ability to identify, own and track any issues with an account, according to call escalation procedure, to reach resolution.
• Responsible for training customer personnel in the operation/maintenance of Pall Systems
Financial Management & Growth
• Excellent sales ability measured by the attainment of revenue goal by individual and their territory. This includes annual growth of Field Service Maintenance Agreements, monthly time and material billing and the support of sales initiatives through lead generation.
• Achieve annual revenue target with expected year-over-year growth targets set at beginning of each calendar year.
• Manage individual expenses with on time monthly submission of expense reports.
• Completion of weekly scheduling reports and participation in all Team calls.
• Able to effectively position Service offerings and agreements on both existing and new equipment
Continuous Improvement
• Leads by example to develop a robust continuous improvement culture
• Assumes accountability around daily management and monthly critical metrics
• Proactively seeks out opportunities for improvement within the team and organization
• Acts as a champion of Danaher Business System (DBS) and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements
Sales Support
• Value Selling: demonstrate an understanding of our service offerings and convey that value to customer drive more business
• Service Leads: ability to manage customer accounts and when accessing accounts, learn from customer where we can add more value by offering services (e.g. rental units, consumables, service on other equipment, etc.).
• Equipment leads: leverage internal tools and partners to generate new equipment leads to support Sales growth
• Partner with sales to support current sales initiatives to drive growth
Who you are:
• Bachelors (ideally in a technical or engineering discipline) or Military equivalent or equivalent technical education/experience
• 2-3 years of prior field service experience in related field is helpful
• Highly computer literate, especially in MS-Office (e.g. Excel, PowerPoint, and SAP a plus)
• Strong deductive reasoning and problem-solving skills
• Commercial experience, including direct selling of products or services
• Electrical, hydraulic, pneumatic, mechanical troubleshooting, theory and application
• Valid driver s license and valid current passport required.
• Willingness to travel (domestically and internationally) 50-80%
• Team attitude to work with and support FSE s and service team members.
• Inclination and ability to listen to stakeholders (e.g. Customers, Sales, Customer Service) and generate meaningful insights.
• Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges.
• Sense of Urgency - must have the drive/motivation to take action. Must be able to prioritize daily activities and resolve requires immediate attention.
• Strong Interpersonal and Communication skills - must be able to remain calm when dealing with difficult customers/peers and have strong communications skills both with internal associates and external customers.
• Good documentation practices and basic knowledge/understanding of GMP.
• Team orientated, positive attitude and motivator.
• Ability to adapt - must be flexible and understanding with change as it occurs regularly for a FSE
• Has some experience in servicing Biotech instruments
• throughout his/her day/week. Must be able to think quickly and respond positively to those changes.
• Strong interpersonal and communication skills
• Ability to speak multiple languages is a strong preference
• Person having experience in Bioreactors service and commissioning will get preference
• Ability to lift 20Kg tool box
• Ready to travel at short notice
When you join us, you ll also be joining Danaher s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you ve ever wondered what s within you, there s no better time to find out.,

Keyskills :
ms officeautomationcommissioningtroubleshootingdanaher business system