Danaher Corporation Field Service Engineer - Boston, MA in Boston, Massachusetts
The Field Service Engineer position is responsible for daily service support of existing customer base. The engineer also supports sales growth, service growth and customer satisfaction. Field Service Engineers are responsible for repair, installation, and maintenance of Beckman Coulter equipment at customer sites. KEY RESPONSIBILITIES Customer Satisfaction
Customer Satisfaction in all aspects of the job. Increased throughput, decreased downtime, regular Preventive Maintenance, regular upgrades as deemed by Beckman Coulter technical staff. A clear advocate for the customer (internal and external) and a steward for the company
Call Closure ‐Using our computerized system, a FSE is responsible for closing service calls at time of completion. This action then prompts customer invoices, relieves inventory of parts used and ultimately leads to our objective of accurate reporting.
Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a “first time fix”
Excellent follow‐up skills to insure we exceed customer expectations, and close all outstanding issues
Strong communication and listening skills
Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion
Managing Call Escalations ‐ability to identify, own and track any issues with an account, according to call escalation procedure, to reach resolution.
Financial Management & Growth
Excellent sales ability measured by the attainment of revenue goal by individual and their District. This includes annual growth of Field Service Maintenance Agreements monthly base billing and the support of sales initiatives through lead generation.
Achieve annual revenue target with expected year‐over‐year growth of 8‐10%
Manage individual expenses with on time monthly submission of expenses, signed, with receipt by the 15th of each month.
Submission of weekly time card via ADP by end of business day on Friday
Able to effectively price and position Service agreements on both existing and new equipment, taking into account expected costs to proactively manage profit margin
Leads by example to develop a robust continuous improvement culture
Assumes accountability around daily management and monthly KPI’s
Aggressively seeks out opportunities for improvement
Acts as a primary customer of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements
Value Selling ‐add value to our service offerings. A FSE must have ability to manage a customer account in its entirety, and when accessing an account, determine on where we can add more value by offering other services (i.e. reagents, consumables, additional or new equipment leads, service on non‐agreement instruments, etc.).
Drive substantial new equipment lead generation from Service to aid Sales growth
Partner with sales to support current sales initiatives to drive growth
Sense of Urgency ‐must have the drive/motivation to take action. Must be able to prioritize daily activities and determine what requires immediate attention.
Strong Interpersonal and Communication skills - must be able to remain calm when dealing with difficult customers/peers and have strong communications skills both with internal associates and external customers. Must be a true professional at all times. Team orientated, positive attitude and motivator.
Ability to adapt ‐must be flexible and understanding with change as it occurs regularly for a FSE throughout his/her day/week. Must be able to think quickly and respond positively to those changes.
Able to travel 25 ‐75% of the time
Ability to lift 50 pounds
Education and/or Experience
Associates mechanical, electrical, or biological degree or military equivalent clarify
3 + years of prior field service experience in related field is preferred
Highly computer literate (especially in Excel, Oracle, Sales Force, Pro Service a plus)
Strong deductive reasoning and problem‐solving skills
Commercial experience, including direct selling of products or services
Strong interpersonal and communication skills
Diversity & InclusionAt Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.
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