Field Service Engineer 2

We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further - Haemonetics is your employer of choice.

The Field Service Engineer II is responsible for installing, reviewing, operating, maintaining, repairing, and modifying equipment. Provides service related guidance and training to customer personnel in the establishment of equipment operation, maintenance, inspection procedures and techniques. Analyzes equipment failures to determine cause and recommends corrective action. Advises and assists in effecting design changes to improve equipment efficiency and/or reduce operational associated costs. Establishes and implements Preventive Maintenance Programs and maintains performance and maintenance records of equipment.

* Participates and assists in planning phases related to installation, trials and evaluation of equipment and systems.

* Ability to drive time & material revenue streams by proactively searching customer lists for paid service potential

* Acts as key contact in response to emergency calls in less than established targets

* Communicates with Supervisor or Manager and Sales Representative regarding potential customer leads or concerns

* Complies with all business processes, quality standards and recommends process improvement as applicable including use of Oracle application

* Consistent achievement of defined customer satisfaction metrics

* Establishes and maintains customer relationships, takes on account ownership and cultivates steady revenue through service contracts. Responsible to identify and secure new revenue from service contracts within a defined territory as well as maintaining existing service contract business

* Generate and analyze reports to determine service performance and identify trends

* Identify potential service customers and drive service contracts and service initiatives

* May assists with new hire training as directed by supervisor or manager

* Maintains minimal downtime on all machines in territory through effective training of site personnel and quick problem investigations.

* Participate in cross functional projects as required.

* Participates in clinical training in order to gain a solid working knowledge to accurately respond to customer and user inquiries, escalating needs accordingly

* Provide technical and maintenance training on products to hospital biomedical engineers and to commercial plasma operator personnel.

* Provides services such as installation, on-time preventative maintenance, upgrades, product support, trouble shooting and repair services on medical device systems to customers in an assigned territory. * Responsible to manage parts inventory and service expenses within budget

MINIMUM REQUIRED EXPERIENCE

* Minimum High School Diploma or GED required.

* 5 years Technical field experience with proven record of customer satisfaction. Medical equipment experience preferred.

* Extensive overnight travel within territory - min. 75% as well as, other territories as required. Some travel outside of territory to provide back-up to other Field Service Engineers as needed.

* Strong territory management skills, is required to be successful. Ability to manage a territory and schedule all calls with customers to provide support.

* Proficient in all Microsoft suite applications. Additional knowledge or experience in multi-meter, med tools and safety tools is desired.

KNOWLEDGE, SKILLS AND ABILITIES

* Demonstrated customer service skills, willingness to adapt to client schedules.

* Field service experience and ability to perform work independently with minimal supervision.

* Strong verbal communication and listening skills.

* Possesses strong technical aptitude.

* Effectively coaches and delivers constructive feedback.

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