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Field Service Engineer

Memphis, TN

Industry: Healthcare/Med./Biotech/Pharma Job Number: 44247 Pay Rate: $75 - $85k
The Field Service Engineer (FSE) is responsible for daily service support of existing customer base. The engineer also supports sales growth, service growth and customer satisfaction. Field Service Engineers are responsible for repair, installation, and maintenance of Beckman Coulter equipment at customer sites. Driving and air travel is required for this position.

Key responsibilities:

Customer satisfaction:

- Customer Satisfaction in all aspects of the job. Increased throughput, decreased downtime, regular Preventive Maintenance, regular upgrades as deemed by Beckman Coulter technical staff. A clear advocate for the customer (internal and external) and a steward for the company.

- Call Closure -Using our computerized system, an FSE is responsible for closing service calls at time of completion. This action then prompts customer invoices, relieves inventory of parts used and ultimately leads to our objective of accurate reporting.

- Drives a sense of 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.

- Strong communication and listening skills.

- 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.

- Excellent sales ability measured by the attainment of revenue goal by individual and their District. This includes annual growth of Field Service Maintenance Agreements monthly base billing and the support of sales initiatives through lead generation.

Financial management and growth:

- Excellent sales ability measured by the attainment of revenue goal by individual and their District. This includes annual growth of Field Service Maintenance Agreements monthly base billing and the support of sales initiatives through lead generation.

- Achieve annual revenue target with expected year-over-year growth.

- Able to effectively price and position Service agreements on both existing and new equipment, considering expected costs to proactively manage profit margin.

Continuous improvement:

- Leads by example to develop a robust continuous improvement culture

- Assumes accountability around daily management and monthly KPIs

- Aggressively seeks out opportunities for improvement

Sales support:

- Value Selling -add value to our service offerings. An FSE must have ability to manage a customer account in its entirety, and when accessing an account, determine on where we can add more value by offering other services (that is, reagents, consumables, additional or new equipment leads, service on non-agreement instruments, and so on).

- Drive substantial new equipment lead generation from Service to aid Sales growth.

- Partner with sales to support current sales initiatives.

$60 - $70k base, 10-15% commission potential, overtime pay, company vehicle and cell phone (personal use included), home office, surface pro, keep all travel and hotel points
Must have strong electrical or electronic/mechanical Skills. Requires great customer service skills
You will be working on the most advanced medical equipment in the world. Every day is a new challenge and the advancement opportunities are endless. Our client has a long history of hiring and promoting military candidates throughout the company.
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