What are the responsibilities and job description for the Customer Success Engineer position at Terso Solutions?
JOB REQUIREMENTS: Customer Success Engineer ID 2025-4102 \# of Openings
1 Category Customer Service/Support Job Description JOB OBJECTIVE: The
Customer Success Engineer reports to the Manager, Customer Operations as
a key position within our Customer Success Team where our vision is to
partner with our customers and act as one team. One team where our
customers\' successes are our own, and our employees are empowered to
create exceptional customer experiences. Customer Success Engineers are
the face and hands representing Terso in the field for customer
Installations, Site Qualifications, Training, Repairs, Technical
troubleshooting and maintenance services. Customer Success Engineers are
essential in creating a positive customer and end user experience, and
are a key resource in gathering and sharing customer feedback. CORE
DUTIES: 1. Independently travel and execute field services at customer
and end user locations. Services include site qualifications,
installations, training, calibrations, repairs, maintenance,
Troubleshooting Or Other In-field Services As Required. 2. Arrives
prepared with tools, research and customer specific information needed
to deliver successful services. Effectively manage and reconcile kit
inventory. 3. Demonstrates a high level of emotional intelligence and
builds trust with partners and end users before, during and after
in-person visit. Prioritizes relationships and customer success and
actively seeks customer feedback. 4. Complies with Terso guidelines
regarding all key performance indicators related to quality, customer
satisfaction, service level, first time fix rates, work order
completion, and other productivity metrics. 5. Responsible for staying
up to date with new product releases, hardware revisions, firmware
updates, and process changes as it relates to the customer success
department. 6. Act as point of escalation for customer support
specialists, when applicable. 7. Proactive and independent learner and
makes suggestions to improve existing products and processes. 8. Ensure
that any quality issues are reported and captured in the appropriate
areas. 9. Ability to provide excellent customer service in all
situations with the ability to communicate technical terms in a
non-technical format for customers. 10. Understand and comply with
ethical, legal and regulatory requirements applicable to our business.
2 years field service experience in a customer service or technical
service position. 5. Exhibit a high degree of emotional intelligence and
able to demonstrate understanding\... For full info follow application
link. We are proud to be an Equal Opportunity Employer. \*\*\*\*\*
APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/1DC5591137D24641
1 Category Customer Service/Support Job Description JOB OBJECTIVE: The
Customer Success Engineer reports to the Manager, Customer Operations as
a key position within our Customer Success Team where our vision is to
partner with our customers and act as one team. One team where our
customers\' successes are our own, and our employees are empowered to
create exceptional customer experiences. Customer Success Engineers are
the face and hands representing Terso in the field for customer
Installations, Site Qualifications, Training, Repairs, Technical
troubleshooting and maintenance services. Customer Success Engineers are
essential in creating a positive customer and end user experience, and
are a key resource in gathering and sharing customer feedback. CORE
DUTIES: 1. Independently travel and execute field services at customer
and end user locations. Services include site qualifications,
installations, training, calibrations, repairs, maintenance,
Troubleshooting Or Other In-field Services As Required. 2. Arrives
prepared with tools, research and customer specific information needed
to deliver successful services. Effectively manage and reconcile kit
inventory. 3. Demonstrates a high level of emotional intelligence and
builds trust with partners and end users before, during and after
in-person visit. Prioritizes relationships and customer success and
actively seeks customer feedback. 4. Complies with Terso guidelines
regarding all key performance indicators related to quality, customer
satisfaction, service level, first time fix rates, work order
completion, and other productivity metrics. 5. Responsible for staying
up to date with new product releases, hardware revisions, firmware
updates, and process changes as it relates to the customer success
department. 6. Act as point of escalation for customer support
specialists, when applicable. 7. Proactive and independent learner and
makes suggestions to improve existing products and processes. 8. Ensure
that any quality issues are reported and captured in the appropriate
areas. 9. Ability to provide excellent customer service in all
situations with the ability to communicate technical terms in a
non-technical format for customers. 10. Understand and comply with
ethical, legal and regulatory requirements applicable to our business.
- Other related duties as assigned. KEY QUALIFICATIONS: 1. Ability to
- Ability to comply with hospital and lab requirements for entry. 3.
2 years field service experience in a customer service or technical
service position. 5. Exhibit a high degree of emotional intelligence and
able to demonstrate understanding\... For full info follow application
link. We are proud to be an Equal Opportunity Employer. \*\*\*\*\*
APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/1DC5591137D24641