Field support engineer

New York City, NY

Posted: 06/06/2024 Industry: Scientific Job Number: 24-00247

Job Description

Summary: Plans and coordinates activities concerned with installing/maintaining instrumentation, investigating and resolving customer reports of problems with instruments, to drive customer satisfaction and minimize future operational or service difficulties by performing the following duties:

Essential Duties & Responsibilities:
  • Provides Curative/Emergency Service, Preventive Maintenance, Updates (TBs), at customer's facility
  • For all primary assigned analyzers FSE is responsible for tracking, scheduling and completion of all preventative maintenance and updates (TBs) due.
  • Installs instruments at customer's facility, sales demos, product shows, etc, to ensure full functionality according to company specifications.
  • Provides onsite and remote support to all products. Includes installation and initial configuration of various Middleware/Instrumentation configurations.
  • Develop product knowledge and understanding in order to aid/support product sales and marketing initiatives and strategies
  • Documents and records information considered a part of the repair record, to include work orders, analyzer information, update information, etc. Which must be completed in accordance with SOP timelines and regulatory agencies
  • Analyzes, reviews and inspects findings to determine source of problem via telephone and/or on-site. Performs troubleshooting to repair, replace necessary parts, or other corrective action to ensure optimal operation on analyzers per SOP.
  • Coordinates problem resolution within Field Support Group and other personnel to expedite repairs. Minimize down time and drive customer satisfaction.
  • Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
  • Demonstrate proper operations to end users.
  • Responsible for effective management of company resources and equipment such as parts, tools, trunk stock, etc.
  • Escalate all open or reoccurring issues in a timely manner for prompt resolution per SOP.
  • Review regional service contract metrics in order to drive customer contract renewal growth among primary accounts.
  • Special projects as assigned by RFSM.
  • Drive high level customer satisfaction through the successful completion of field service related duties and responsibilities.
  • Provides technical assistance/ troubleshooting as required.
  • Fosters teamwork by supporting all necessary departments in the goal of improving internal cooperation and customer satisfaction.

Education & Requirements:
  • High School or (GED) required. Associates Degree or Certificate from Technical School a plus. Bachelor s from 4 year college or university preferred.
  • 3 years related experience troubleshooting and repairing diagnostic equipment or operating related equipment required.
  • Valid Driver's License.
  • Ability to travel outside of designated territory, if needed. Up to 75% overnight travel may be required depending on territory. Occasional weekend/holiday on-call coverage for the region. Ability to travel by common air carrier, or rental car as needed.

  • To perform this job successfully, an individual should have knowledge of database and internet software;Windows 10/7, NT, XP and DOS.

This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements.

Kaztronix is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, age, religion, disability, veteran status or any other consideration made unlawful by federal, state or local laws. In addition, all human resource actions in such areas as compensation, employee benefits, transfers, layoffs, training and development are to be administered objectively, without regard to race, color, religion, age, sex, national origin, disability, veteran status or any other consideration made unlawful by federal, state or local laws.

By applying to the position, you acknowledge that your information will be used by Kaztronix in processing your application.

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