Job Description

Job Description

Position Summary : 

The National FSE position (NFSE) is responsible for providing on-site Installation, Preventive, Corrective, and Routine Maintenance for bioMerieux customers on an as-needed basis, utilizing appropriate tools and test equipment. This position requires someone who is a self-starter with the ability to deliver a best-in-class customer experience while working remotely without direct supervision. The ability to travel extensively, a minimum of 80% within the US or about 42 weeks a year in overnight travel may be required. Extended travel may be required due to the large geography being supported with a mixture of flights and driving to accomplish support needs and is balanced through the regional service manager. This position will partner with the Planning team to schedule events up to 30 days in advance although short notice travel is a potential. 

 

 

Primary Responsibilities:  

 

Territory Management:  

• Respond expediently to all requests for customer needs via professional written and/or verbal communications ensuring all instrument service requests are fulfilled within the assigned geographic territory. The NFSE has a planned itinerary with two to three weeks visibility for proactive customer events, both within or external to the assigned service region.
• Works collaboratively with the planner/dispatcher and/or regional manager to build travel itinerary for customers weeks in advance.
• Establish communication between local regional members when traveling outside of their assigned territory.
• Demonstrate good territory management skills, utilizing sound business judgement, while coordinating installations, preventive and corrective maintenance, Field Actions, moves, upgrades, and removals of all instruments trained on, requesting support as needed, in order to meet customer and business objectives when not traveling outside assign region.
• Utilize strong electro-mechanical and computer skills to diagnose and repair instrument issues to the board or subassembly level ensuring all instruments serviced operate optimally in all performance areas.
• Develop a strong rapport with supported customer base, becoming a trusted advisor, while promoting the value and benefits of service agreements, other bioMerieux services and instruments, communicating potential sales opportunities to the appropriate team.
• Routinely contact Purchase Order Required customers regarding needs for routine Preventive Maintenance service events on their non-contract covered instruments, helping drive business revenue objectives.

Travel & On-Call:  

• NFSEs are required to travel to our Durham and St. Louis offices for scheduled product trainings. NFSEs are expected to attend approximately six to nine (6-9) weeks of product trainings in one of our offices within the first 12 months of hire. After the first year, attendance at future trainings will be required on an as-needed basis.
• NFSE Customer visits are typically planned in advance, but unscheduled travel will also be required. Geographically dispersed territories will have increased overnight travel requirements. National travel may be required as needed.
• NFSE are not part of the Weekend or Holiday On-Call schedule and participation is not required.

 

Administrative Responsibilities :  

• Accurately complete instrument service work orders and all associated quality assurance checklists for each service event in a timely manner, documenting all activities completed at the customer site as well as any additional actions needed to resolve all customer concerns.
• Complete all assigned internal training requirements within expected timelines.
• Maintain an accurate calendar of scheduled events, including training classes and vacation, within the designated service management system to reflect available and non-available times.
• Submit travel related expense reports on a routine basis so as not to incur late fees or penalties.
• Other Related Duties:
• Maintain and control ready on-hand spare parts inventory at levels compatible with repair activities and department financial objectives.
• Strive for continuous self-improvement of knowledge of bioMerieux policies, procedures, inter-personal skills, as well as instrument service and operation techniques.
• Maintain company issued vehicle to include routine cleaning and servicing per scheduled maintenance cycle.
• Maintain and safeguard all company owned assets to include laptop, cell phone, iPad, hand tools and calibrated test equipment to facilitate daily job functionality.
• Represent bioMerieux in a professional manner at all times through adherence to documented Standards of Performance.
• Achieve or exceed all GPS assigned Priorities as established on an annual basis.
• Partner with sales and applications counterparts to deliver the highest level of customer experience possible to existing and potential bioMerieux customers.
• Provide support at trade shows on an as needed basis.
• Provide feedback to the Customer Service Organization, Marketing and Sales on the functionality and performance of bioMerieux systems at customer sites.
• Periodically work with Sales and Marketing to strategize and plan the expansion of the Service team in support of bioMerieux products.

 

Experience

• High school diploma or GED required with 2+ years of relevant experience in troubleshooting and/or repair of biomedical, mechanical, electrical, or similar systems required OR
• Military experience or Associates degree or higher in engineering or related discipline experience preferred
• Fundamental knowledge of the principles and practices of laboratory operations preferred.
  • Biomedical training or an Associate’s degree in an engineering discipline a plus. 
• Demonstrated ability to work on electro-mechanical, electronic, computer, electrical and vacuum systems. 

Knowledge, Skills & Abilities

1. Proficient in operation of Microsoft Windows and Office Suite of products
2. Experience in host/remote communications and network systems preferred
3. Have and maintain a valid driver’s license in state of residence
4. Fundamental knowledge of the principles and practices of laboratory operations preferred
5. Ability to operate in an organized manner in an autonomous work environment without direct daily supervision
6. Ability to effectively communicate with internal and external stakeholders
7. Territory management in partnership with Planner to cover a large geographic area (US)
8. Drive to build full proficiency on supporting bioMerieux systems
9. Ability to understand, communicate and train others on bioMerieux products and systems
10. Utilizes required software and calendars kept up to date with the goal of effective time management
11. Maintain all necessary site access (Vendor Credentialing) requirements needed to support customer base

Working Conditions & Physical Requirements

• Ability to remain in stationary position, often standing, for prolonged periods.
• Ability to ascend/descend stairs, ladders, ramps, and the like.
• Ability to wear PPE correctly most of the day.
• Ability to adjust or move objects up to 50 pounds in all directions.
• Domestic Travel required: 80%

 

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PandoLogic. Keywords: Customer Service Manager, Location: Columbus, OH - 43201

Job Tags

Contract work, Work at office, Local area, Remote work, Night shift, Weekend work,

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