Field Service Engineer II: Boston, MA
Werfenlife SA., Bedford, MA, United States
Werfen – Bedford – 180 Hartwell Road, Bedford, Massachusetts 01730, United States
Position Overview
Builds and maintains relationships with customers to retain the North American install base while performing thorough installations, repairs, preventative maintenance, and product enhancement activities on highly complex Werfen instrumentation and systems. Responsible to meet Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets.
Responsibilities
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 isolates instrument symptoms and issues to determine failure and implement thorough corrective action.
Delivers a high level of customer service to build and maintain relationships to ensure retention. Acts as the company liaison, demonstrating professionalism, commitment, communication, and follow‑up.
Escalates and communicates unresolved technical issues.
Advises customers regarding proper orientation, maintenance and troubleshooting of Werfen instruments and systems.
Collaborates and communicates with Commercial Operations colleagues such as Sales and Applications roles, sharing customer situations, product information and lead generation.
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.
Documents service activities performed in a customer service report in a timely manner.
Oversees and ensures the accuracy of assigned service inventory.
Follows company travel/expenditure and time reporting guidelines; submits expense and time reports timely.
Performs other duties and responsibilities as assigned by the Area Service Manager.
Qualifications
Education:
Associate’s degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
Experience:
Minimum of 3 years in a technical/support role (industry, military and/or customer facing).
Additional Skills/Knowledge:
Working knowledge of personal computers and Windows operating systems; legacy up to current version preferred.
Working knowledge of Lab Information Systems and computer network connectivity a plus.
Working knowledge of Microsoft Office 365 preferred.
Ability to participate in rotational on‑call coverage to provide support as required.
Ability to work extended and flexible workdays to ensure customer interactions are resolved.
Travel Requirements:
Up to 90% travel to cover assigned territory.
Up to 30% overnight travel.
Valid driver’s license required.
Benefits
Hourly range: $40/hr to $48/hr. Compensation may vary based on education, experience, skillset and business needs. Eligible for medical, dental and vision insurance, 401k plan with employer match, paid vacation and sick leave. Sales roles are eligible for commission; management and select professional roles may earn performance‑based bonuses.
EEO Statement
Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status or any other protected characteristic as defined by applicable law.
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Position Overview
Builds and maintains relationships with customers to retain the North American install base while performing thorough installations, repairs, preventative maintenance, and product enhancement activities on highly complex Werfen instrumentation and systems. Responsible to meet Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets.
Responsibilities
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 isolates instrument symptoms and issues to determine failure and implement thorough corrective action.
Delivers a high level of customer service to build and maintain relationships to ensure retention. Acts as the company liaison, demonstrating professionalism, commitment, communication, and follow‑up.
Escalates and communicates unresolved technical issues.
Advises customers regarding proper orientation, maintenance and troubleshooting of Werfen instruments and systems.
Collaborates and communicates with Commercial Operations colleagues such as Sales and Applications roles, sharing customer situations, product information and lead generation.
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.
Documents service activities performed in a customer service report in a timely manner.
Oversees and ensures the accuracy of assigned service inventory.
Follows company travel/expenditure and time reporting guidelines; submits expense and time reports timely.
Performs other duties and responsibilities as assigned by the Area Service Manager.
Qualifications
Education:
Associate’s degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
Experience:
Minimum of 3 years in a technical/support role (industry, military and/or customer facing).
Additional Skills/Knowledge:
Working knowledge of personal computers and Windows operating systems; legacy up to current version preferred.
Working knowledge of Lab Information Systems and computer network connectivity a plus.
Working knowledge of Microsoft Office 365 preferred.
Ability to participate in rotational on‑call coverage to provide support as required.
Ability to work extended and flexible workdays to ensure customer interactions are resolved.
Travel Requirements:
Up to 90% travel to cover assigned territory.
Up to 30% overnight travel.
Valid driver’s license required.
Benefits
Hourly range: $40/hr to $48/hr. Compensation may vary based on education, experience, skillset and business needs. Eligible for medical, dental and vision insurance, 401k plan with employer match, paid vacation and sick leave. Sales roles are eligible for commission; management and select professional roles may earn performance‑based bonuses.
EEO Statement
Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status or any other protected characteristic as defined by applicable law.
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