What are the responsibilities and job description for the Field Support Engineer position at Diagnostica Stago?
Ideal candidates for this position will be located in the greater New Orleans/Baton Rouge, Louisiana area.
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 Diagnostica Stago specifications.
- Provides onsite and remote support to all Stago Digital Products. Includes installation and initial configuration of Coag.One, and various Middleware/Instrumentation configurations.
- Develop Stago Digital Product knowledge and understanding in order to aid/support Stago’s Digital 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.
- Adheres to all company policies and procedures.
- 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 Stago departments in the goal of improving internal cooperation and customer satisfaction.
Skills
- To perform this job successfully, an individual should have knowledge of Database and Internet software; Windows 10/7, NT, XP and DOS.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of this organization.
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.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.
