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Field Service Engineer - Petaluma, United States - LGC, Biosearch Technologies
Description
Job Description
With a focus on always putting customers first, our Field Service Engineer's work directly with an international customer base to resolve technical equipment and software problems, improve operational efficiency, provide equipment and software training, and support internal design and assembly production efforts. Operational attributes for this role include shadowing and assisting more senior service engineers during installations, repairs, and preventative maintenance on laboratory equipment at customer facilities around the globe.
Job Duties:
Service Delivery: Delivers industry-leading service by performing instrument installations, training, preventative maintenance, repairs, operational assistance, and trade shows world-wide.
Operations: Provides technical expertise to support production efforts in-house and service needs in the field. In-house efforts include instrument assembly, phone, email, and SalesForce communications with customers, generation of training aids and technical documentation material, timely pre and post trip reports, training, customer events, and supporting special projects with Engineering, Product Management, and Production. Field service efforts include on-site support for: all technical issues that could not be resolved remotely, start-up, commissioning and training, test and repair, and preventative maintenance of equipment.
Problem Solving: Collaborates with internal teams to resolve customer issues, improve processes, define corrective actions, and remain responsible for completion of service cases to meet customer satisfaction.
Quality Assurance: Continuously seek and support new approaches, practices, and processes to improve the efficiency, training services offered, and ability to care for our customers. This position is responsible to effectively communicate instrument status, issues, and customer complaints and needs to appropriate managers and internal resources.
Business Growth: This position contributes to achieve specific service related key performance indicators as defined for revenues, profit, and service order volumes in accordance with our shared corporate values to allow service to permeate through everything we do.
