Customer Service Engineer

Position Description:

As the CSE, you will be in a field-based, customer-facing role that installs, services, maintains and modifies company 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 CSE will help with managing financial performance within their territory: meeting or exceeding budget for revenue generation, expense control and inventory management. The CSE is a key contributor in maintaining ongoing customer interaction to solve and prevent technical difficulties. The CSE interfaces directly with the Customer Care Manager, Technical Manager, Clinical Application Specialist, Product Managers, Company 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.
• On Call Rotational Responsibilities // Once you are qualified, you would expect rotational “On-Call responsibilities” (approximately 1 week per month) for after hour and weekend customer issues. Note: you are well-compensated for just being "on call", regardless of having an incoming call. In addition, you are generously compensated for every call that you take and highly compensated for those occasions that require you to respond in person. The On Call rotation is for complete coverage of the state of Maine. It is also important to note that there are not very many Maine hospitals that have 24/7 coverage contracts with company. On Call annual compensation would average somewhere in the range of $5k - 8k in additional annual income (on top of the Total Compensation numbers provided above).

Must-Have Skills, Education, & Experience:

• 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.).
  
• 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.

Nice-To-Have Skills, Education, & Experience:

• Experience in the Bio-Medical field is a huge plus, but not required.