What are the responsibilities and job description for the FSE II, San Antonio, TX position at Werfen North America?
Key Accountabilities
Essential Functions:
- Provides customer support with on-site visits to perform and complete installations, cost effective repairs, preventative maintenance, and product enhancement service activities on Werfen instruments and systems.
- Diagnoses, analyzes, troubleshoots, and fault isolates instrument symptoms and issues to determine failure and implement thorough corrective action.
- Delivers a high level of customer service to build and maintain customer relationships to ensure customer retention.
- Acts as company liaison with customers by demonstrating the highest level of professionalism, commitment, communication, and follow-up.
- Escalates and communicates unresolved technical issues.
- Advises customers regarding the proper orientation, maintenance and troubleshooting of Werfen instruments and systems.
- Collaborate and communicate with all Commercial Operations colleagues such as the Sales and Applications roles, sharing customer situations, product information and lead generations.
- Promotes service contracts and follows-up on service contract renewal through customer relationships.
- Ensures compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions and records, ensuring all records are compliant, complete and accurate.
- Responsible for accurately documenting service activities performed in a customer service report in a timely manner.
- Responsible for the oversight and accuracy of assigned Service Inventory.
- The ideal candidate for this position will exhibit the following skills and capabilities:
- Strong Organizational and Time Management Skills | Ability to Triage & Prioritize | Work Under Pressure | Exercise Good Judgement.
- Ability to communicate effectively to/with a variety of audiences: customers, peers, management.
- Technically and process oriented.
- Ability to work independently, managing assigned territory with minimal direction to achieve daily goals.
- Ability to lift up to 50 lbs.
- Ability to work in a team environment, collaborate with colleagues to achieve Area(s) and National goals.