Danaher Corporation Field Service Engineer in Nottingham, Maryland
The Field Service Engineer position is part of Pall’s Service and Support organization and reports to the Field Service Manager. The FSE role requires a hardworking & dynamic individual who is able to support all aspects of repair, installation, maintenance and calibration of Pall Corporation machinery at client sites whilst supporting the growth of sales and service together with customer satisfaction.
Key ResponsibilitiesCustomer Satisfaction
Customer Satisfaction is key! Increased efficiency, decreased downtime, regular Calibration and Preventive Maintenance, and upgrades. A clear advocate for the customer and a steward for the company.
Responsible for accurately adding Service Calls into Pall’s Service Management System (SMS), scheduling visits and closing service calls at the time of completion. These actions drive exact customer invoicing, relieve inventories of parts used and ultimately works towards our objective of accurate reporting for business management purposes.
Drives a sense of ownership and urgency to ensure customer needs are addressed promptly and with an emphasis on a “first time fix”.
Excellent follow-up skills to insure we exceed customer expectations and close all outstanding issues – takes charge of customer issues and services as the primary customer contact.
Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion
Handling Call Escalations - ability to identify, own and track any issues with an account, according to call critical issue procedure, to reach resolution.
Responsible for training customer personnel in the operation/maintenance of Pall Systems
Financial Management & Growth
Excellent sales ability measured by the attainment of revenue goal by individual and their territory with expected year-over-year growth targets set at beginning of each calendar year. This includes annual growth of Field Service Maintenance Agreements, monthly time and material billing and the support of sales initiatives through lead generation.
Handle individual expenses with on time monthly submission of expense reports.
Completion of weekly scheduling reports and participation in all Team calls.
Able to effectively position Service offerings and agreements on both existing and new equipment and convey that value to customers to drive more business
Leads by example to develop a robust continuous improvement culture, proactively seeking opportunities within the team and organization.
Assumes accountability around daily management and monthly critical metrics
Acts as a champion of Danaher Business System (DBS) and brings to bear internal and external DBS expertise to map improvement plans and drive sustainable improvements
Service Leads: ability to handle customer accounts and when accessing accounts, learn from customer where we can add more value by offering services (e.g. rental units, consumables, service on other equipment, etc.).
Equipment leads: use internal tools and partners to generate new equipment leads to support Sales growth
Partner with sales to support current sales initiatives to drive growth
Bachelors (ideally in a technical or engineering field) or Military /technical education/experience equivalent
2-3 years of prior field service experience in related field is helpful
Highly computer literate, especially in MS-Office (SAP a plus)
Strong deductive reasoning and problem-solving skills
Commercial experience, including direct selling of products or services
Electrical, hydraulic, pneumatic, mechanical troubleshooting, theory and application
Valid driver’s license and valid current passport required.
Willingness to travel (domestically and internationally) 50-80%
Team oriented with a positive attitude to work with, support and motivate FSE’s and service team members.
Inclination and ability to listen to partners (e.g. Customers, Sales, Customer Service) and generate relevant insights.
Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges.
Sense of Urgency - must have the drive/motivation to take action. Prioritize daily activities and resolve requires immediate attention.
Strong Interpersonal and Communication skills - must be able to remain calm when dealing with difficult customers/peers and have strong communications skills both with internal associates and external customers.
Good documentation practices and basic knowledge/understanding of GMP.
Ability to adapt - must be flexible and understanding with change as it occurs regularly for a FSE throughout the week. Capable of thinking quickly and responding positively to those changes.
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.