Company: Cytiva Location: Boston, MA Employment Type: Full Time Date Posted: 05/11/2021 Expire Date: 06/10/2021 Job Categories:
Biotechnology and Pharmaceutical, Customer Service and Call Center, Engineering, Government and Policy, Installation, Maintenance, and Repair, Internet/E-Commerce, Military, Sales, Research & Development, Web Technology
Field Service Engineer
Be part of something altogether life-changing
Working at Cytiva in the Life Sciences industry means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.
At Cytiva you will be able to continuously improve yourself and us working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40 countries, Cytiva is a place where every day is a learning opportunity so you can grow your career and expand your skills in the long term.
Cytiva is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, were pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.
What you'll do
The Field Service Engineer (FSE) I performs on time and accurate Preventative Maintenance in one or more modalities of equipment. The FSE1 is aware of and follows all Field Modification Instructions and/or Instrument Service Information bulletins. Works with experienced Field Engineers, both onsite and remotely, to learn troubleshooting, repair and equipment installation techniques. Responsible for driving customer satisfaction through Service Excellence. This position will be located in the greater Boston, Massachusetts area.
Learn to complete on-time and accurate Preventative Maintenance, FMIs and/or ISIs. Assist more experienced field engineers with equipment installation.
Work with experienced field engineers on basic troubleshooting and service repair needs on designated equipment.
Effectively communicate and partner with teammates and colleagues.
Learn to effectively communicate with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner, ordering repair parts, and managing cycle times.
Utilize the Cytiva escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues in a timely manner.
Serve as a member of the account community for key accounts. Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs.
Focus on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business.
Keep up to date with competitor information and market trends.
Answer service calls independently without assistance within one year of employment.
Who you are
Associates or Bachelors degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and one year of relevant experience; OR equivalent military education; OR High School Diploma/GED and 4 or more years of experience servicing electronic equipment; OR participant in the formal Cytiva Biomed/FE Services Internship or Military Externship program.
Experience with Web applications as well as Microsoft suite of products.
The successful applicant must comply with Cytivas standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government).
Special Physical Requirements: Candidate must be able to lift, carry, push, and pull up to 35 lbs. unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit and stand for long periods of time. Candidate must also be able to reach at, above and below shoulder level, flex/extend neck and have good hand and finger dexterity. Specific vision abilities required by this job may include color, close vision, distance vision, peripheral vision and depth perception.
Must have and maintain a valid Drivers License.
Willingness to be available "after hours", or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary.
Experience interfacing with both internal team members and external customers as part of a solution based service process.
Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
Experience with liquid chromatography equipment
Experience troubleshooting and responding to customer concerns
Demonstrate an understanding that customers determine our success.
Operate with efficiency and sense of urgency
Willingness to learn and adapt to changing environments.
Empower and inspire others.
Ability to deliver results in an uncertain environment, ability to multitask and prioritize.
Who we are
When you join us, youll also be joining Danahers global organization, where 68,000 people wake up every day determined to help our customers win. As an associate, youll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerfulDanaher Business Systemtools and the stability of a tested organization.
Danaher is committed to a diverse and inclusive culture where everyone feels theybelongand all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why well empower you to push the boundaries of whats possible.
If youve ever wondered whats within you, theres no better time to find out.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race,color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The EEO is the Law poster is availablehere.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The EEO is the Law poster is available here.