Description
Go to end ⇓
Title: Customer Service Engineer
Location: Seattle, WA
Shift: Monday - Friday 8am - 5pm, while training; after training you will need
to have some shift flexibility that includes a 6am-2:30pm and 10am-6:30pm
shift, plus OT is frequently required.
Compensation:
First Year Total Comp = $106.5k - 120k
Base Payrate $70,000 - 80,000
Additional Average OT (~10% OT) $10,500 - 12,000
Shift Differential (15%) $10,500 - 12,000
5% Target Bonus $3500 - 4000
Annual Value of Company Car $12,000
Total $106,500 - 120,000
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 $15k 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 Seattle, WA 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 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.
