Ensures customer satisfaction through excellence in repair and support of customers’ products.
Maintains communication with customer to ensure understanding of status, cost, and scheduling of all aspects of the service event.
Provides rapid, courteous, and knowledgeable response to all customers inquires.
Schedules and delivers thorough preventative maintenance service to ensure maximum uptime of customer equipment.
Provides customer product operation training and technical support to in-house repair technicians as required.
Policy and Procedure
Submits accurate and detailed service orders, time sheets, expense reports, quality feedback in a timely manner and maintains records per organizational policy.
Adheres to all corporate and service division policies regarding safe work practices and service vehicle operation.
Supports the Quality System and Quality Policy by following procedures/work instructions and creating records to meet the requirements of the Quality System Regulation and ISO registration.
Assists Accounts Receivable Department in collecting past due invoices.
Maintains spare parts inventory, tools, manuals and test equipment.
Services and Product Sales
Actively promotes and sells installations, extended service contracts, preventative maintenance, time & material service, service parts kits and consumables, service training, validation, and wireless monitoring services.
Advises customer of new products and upgrades and passes sales opportunities to account representatives.
Partner with account representative to conduct joint safety inspections and product shows.
Keeps up to date on new product introductions, technologies, market changes, competitors’ products and new customer applications
Essential Functions and Physical Requirements
Ability to lift 75 Lbs without assistance 25% of the time.
Ability to lift and carry 25-30 Lbs continuously throughout the day.
Ability to bend, squat, stretch, and reach on a daily basis in a service function.
Ability to travel overnight at a minimum of 10%.
Maintain a valid driver’s license and safe driving record.
Regular and Reliable Attendance
Experience and Education
4-Year BS degree in Science or Electronics or equivalent experience.
1-3 years Field Service experience or 2+ years relevant industry experience
Must be able to communicate effectively with a wide variety of people.
Must have strong interpersonal skills.
Certified service experience on four or more leading industry chromatography or mass spectroscopy products.
Demonstrated experience managing service territory, scheduling, and inventory.
Non-Negotiable Hiring Criteria:
Proven ability to diagnose and resolve problems on sophisticated electronic, mechanical and optical instrumentation in a commercial scientific laboratory environment.
Ability to read, interpret and analyze component layout drawings, assembly drawings, wiring and labeling diagrams.
Ability to schedule and work independently, and as part of a group, to accomplish individual and team objectives.
Customer/business-oriented with ability to independently resolve routine customer satisfaction problems.
Detailed understanding of service functions.