Field Service Engineer

4 weeks ago

Tauranga, New Zealand Beckman Coulter Diagnostics Full time

The Field Service Engineer position is responsible for daily service support of existing customer base in NZ. The engineer will also support 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 computerised system, the 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
Manage individual expenses with on time monthly submission of expenses, signed, with receipt before 15th of each month
Manage on-hand car boot stock inventories
Monitor and track the on-hand inventory to achieve zero discrepancies and maintain excess stocks to below $2k Continuous Improvement
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
Sales Support
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
**Requirements**:
Degree or equivalent in Mechanical / Electrical Engineering or Biomedical
At least 5 years of prior field service experience in related field is preferred
Desirable knowledge of Flow Cytometry, Liquid Handlers and Centrifugation
Highly computer literate (especially in Microsoft Office)
Strong deductive reasoning and problem‐solving skills
Able to travel 50% ‐60% of the time when required
General Ideal Skills
Must have the drive/motivation to take action. Must be able to priorities’ 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.
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.
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.

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