Description
Go to end ⇓
Position Details:
Title: Customer Service Engineer
Location: Gaylord, MI (West Michigan)
Shift: Monday - Friday, 8am - 5pm
Compensation:
First Year Total Comp = $96L - 108k
Base Payrate: $70,000 - 80,000
Additional Average (10%) OT: $10.500 - 12,000
5% Target Bonus: $3,500 - 4,000
Annual Value of Company Car: $12,000
Total: $96,000 - $108,000
Benefits: Offering an excellent global benefits package Medical, Dental,
Vision, Employee Assistance Program, Mental Health, Substance Abuse, Flexible
Spending Accounts, Life Insurances, Short- and Long-Term Disability Insurance,
401K Savings Plan with matching contribution, Financial Planning Tools,
Training and Education, Tuition Reimbursement, Paid Time Off, Holidays, Flex
Schedules, Business Casual Dress, Employee Discount Program, and Volunteer
Opportunities. Specific benefits for this position include:
- 4 weeks of
paid vacation (PTO) to start, with 5 paid floater holidays pro-rated for
the first year and 6 paid standard holidays. At the start of your third
year, you get a 5th week of vacation. - 100% match
of 401K contribution, up to 6% (20% vesting of the matched amount each
year). - Corporate
Vehicle - Fleet Program – You receive a new car ($45 per week cost to you)
all inclusive of gas, tolls, service, insurance and more. You can use for
business and personal usage. It is estimated to be a $12k annual value to
the employee. You can also opt out and receive a corporate van. - "Well
Being" reimbursement of $300/year for health/fitness classes and
related items.
Travel: Travel is an essential job requirement for this position. As a
CSE, you will travel regularly throughout assigned region to customer accounts;
your region is centered around Madison and stretches approximately 2 hours in
all directions. You must be available to provide service to customers during
off hours as well as weekends, as necessary.
Position Description:
As the Service Technician, you will be in a field-based, customer-facing
role that installs, services, maintains and modifies equipment at customer
sites. The selected candidate will work at sites with minimal supervision and
will perform on-site customer repairs and be responsible for delivering both
timely and effective repairs. It will be your responsibility to provide on-site
training after installs to help ensure the systems optimal performance
resulting in superior customer satisfaction. The Field Service Technician will
help with managing financial performance within their territory: meeting or
exceeding budget for revenue generation, expense control and inventory
management. The Field Service Tech/Engineer is a key contributor in maintaining
ongoing customer interaction to solve and prevent technical difficulties. The
Field Service Tech/Engineer interfaces directly with the Customer Care Manager,
Technical Manager, Clinical Application Specialist, Product Managers, Sales
Representatives, and customers. These interfaces are required to provide
superior product service responsiveness and customer satisfaction. The Service
Engineer integrates the technical capabilities and available resources, with
effective territory and business management skills to develop and maintain
superior service levels. You will need to make decisions on best plan of action
to keep the customer's equipment downtime to a minimum. Specific
responsibilities include:
- Possess
total familiarity with mechanical, electronic, optical, and operational
aspects of designated products as evidenced by the ability to effectively
install and repair/service designated instruments. - Provide
customer troubleshooting assistance as required. - Provide
product service for clinical field trial installations. - Perform
warranty and maintenance work necessary to keep customer level of service
and satisfaction high. - Recommend
service manual revisions.
Requirements:
Candidates must have top-notch electronic systems knowledge and
troubleshooting/repair skills in addition to unparalleled customer service
skills (relationship development, conflict management, active listening and
problem solving, interpersonal communication, etc.). Experience in the
Bio-Medical field is a huge plus, but not required. Candidates must be able to
interpret electronic system schematics and flow-charts. A highly tuned
mechanical aptitude and the ability to visualize and explain situations and resolutions
are also critical in this role. Excellent customer service, communication (oral
& written), documentation, and PC skills are essential to this position's
success.
- IT Solutions
& Consulting - Imaging IT
- Laboratory
Diagnostics
