Job Description
Position Details:
Title: Customer Service
Engineer
Location: Kansas City, MO
Shift: Monday – Friday, 10am –
7pm (you will train Monday through Friday, 8am – 5pm and eventually shift to a
normal delayed start of 10am, this shift adjustments comes with a 7% shift
differential)
Compensation: First
Year Total Comp = $97.8k – 113.6k
Base Payrate $70,000
– 80,000
Additional Average (7 – 10%) OT $7,350 – 12,000
Shift Differential (7%) $4,900 –
5,600
5% Target Bonus $3,500
– 4,000
Annual Value of Company Car $12,000 .
Total $97,750
– 113,600
Benefits: Company offers 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 Charlottesville 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 company’s
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, 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.
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.
