Position SummaryThe National FSE position (NFSE) is responsible for providing on site Installation, Preventive, Corrective, and Routine Maintenance for bioMerieux customers on an as needed basis, utilizing appropriate tools and test equipment.
Primary Duties - Deliver timely, professional communications to customer service requests within the assigned territory and nationally as needed.
- Perform installations, preventive and corrective maintenance, upgrades, field actions, and equipment removals using sound technical and business judgment.
- Troubleshoot and repair instruments using electro mechanical and computer skills to the board or subassembly level.
- Build strong customer relationships and identify potential service or sales opportunities.
- Plan and manage a forward looking service itinerary in coordination with dispatchers and regional leadership.
- Coordinate with regional teams when supporting customers outside the assigned territory.
- Engage with purchase order required customers to schedule preventive maintenance and support revenue objectives.
- Travel regularly, both scheduled and unscheduled, to support customer needs including overnight and national travel for customer support, trainings, workshops, and specialized service needs.
- Complete service documentation, quality checklists, training requirements, calendars, and expense reports accurately and on time.
- Adhere to all guidelines associated with maintaining company issued equipment, tools, fleet vehicle, and assets appropriately as well as representing bioMerieux in a professional manner at all times.
- Maintain accurate spare parts inventory and achieve annual targets such as First Time Fix rates and other assigned performance objectives.
- Continuously develop technical, procedural, and professional skills.
- Support sales, applications, marketing, and customer service teams to enhance customer experience, support product performance, and contribute to organizational objectives and strategies.
- Participate in trade shows and provide product performance feedback to internal teams.
- Perform all work in compliance with company quality procedures and standards.
- Perform other duties as assigned.
QualificationsRequired Education, Training, and Experience
- Bachelor degree required in Engineering, Electronic Technology, Computer Science, Biomedical or other related discipline.
- Education Substitution: In lieu of a Bachelor's degree, 4 years of additional relevant experience will be accepted including Technical school &/or military technical training experience in Electronic Technology or Computer Science.
- 2+ years of professional related experience with degree in troubleshooting and repair of biomedical, complex electro mechanical, electrical, computer, vacuum systems, or similar systems required.
- OR 6+ years of professional related experience in lieu of degree in troubleshooting and repair of biomedical, complex electro mechanical, electrical, computer, vacuum systems, or similar systems required.
- Must have and maintain a valid driver's license in state of residence.
- Experience operating independently including managing schedules, customer expectations, communications internally and externally; prioritizing tasks; and resolving technical issues without direct oversight.
Preferred Education, Training, and Experience
- Experience in a field service role preferred.
- Experience with host/remote communications and network systems preferred.
- Experience in the principles and practices of laboratory operations preferred.
Knowledge, Skills, and Abilities- Consistently upholds and reflects the core ethical principles and values that bioMrieux promotes.
- Functional skills including critical thinking, adaptability, time management, communication, problem solving and digital literacy.
- Technical skills with mastery level commensurate to the job level, marked by specialization and innovation in the field of work.
- Technical learning aptitude to quickly understand and acquire new technical knowledge and skills.
- Flexibility, being highly adaptable and resilient to thrive in a dynamic work environment.
- Detail orientation to complete tasks without errors and produce high quality work.
- Thriving in a fast paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
- Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently.
- Effective verbal, written and presentation skills.
- Intermediate skill in MS Office tools including Outlook, Teams, Word, and Excel.
Working Conditions - Physical requirements include: remaining in a stationary position for long periods, stair/ladder climbing, wearing PPE, operating heavy machinery, and lifting/moving up to 50 lbs.
- Travel requirements include:
- Domestic travel: 80% of the time.
- Typical travel equates to approximately 80% total travel, largely comprising weekday and overnight travel as needed.
The estimated wage range for this role based in Wisconsin is between $32.90 and $45.00/hour. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux's bonus program. This range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate's experience and will be presented in writing at the time of the offer.
In addition, bioMrieux offers a competitive Total Rewards package that may include:
- A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
- Company-Provided Life and Accidental Death Insurance
- Short and Long-Term Disability Insurance
- Retirement Plan including a generous non-discretionary employer contribution and employer match.
- Adoption Assistance
- Wellness Programs
- Employee Assistance Program
- Commuter Benefits
- Various voluntary benefit offerings
- Discount programs
- Parental leaves
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PandoLogic. Keywords: Customer Service Representative, Location: Madison, WI - 53725
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