Field Service Engineer

· Routinely check on customer base for client satisfaction, unresolved issues, providing prompt and courteous service and support at all times.
· Effectively communicate with customers, team members and management regularly; provide customer, competitive and sales lead information to the appropriate account manager.
· Provide real-time and follow-up customer support, accurate resolutions; evaluate the customer issue, diagnose the problem, create a repair strategy then perform and verify the repair, include customer training, introducing the customer to basic features and functions of the instrument and software.
· Respond to service issues in a timely manner and provide on-site response that correlates with the customer contract terms and demands.
· Manage, prioritize and schedule all work to be performed to satisfy internal and external customer demands.
· Perform system installations using technical abilities and independent judgment during evaluations, troubleshooting, repairs, testing, refurbishing, routine maintenance and validation.
· Log and complete reports detailing service calls, indicating call types (down vs routine), and on-site visits including services completed, recommended parts for next service visit, and modifications to improve or update current design.
· Comply with all applicable regulatory guidelines in regards to ISO Certification and process and procedure protocols are followed according to company standards.
· Maintain performance standards by meeting Key Performance Indicators (KPIs) as indicated on your performance plan.
· Complete and maintain training and certification for serviced systems.
· Adhere to Quality Management Procedures (QMI) and Work Instructions (WI) as set by the Quality Management Systems (QMS).
· Perform other duties as determined by management.