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Field Service Engineer

Company: Pall Corporation
Location: Rochester
Posted on: February 24, 2021

Job Description:

Position SummaryThe Field Service Engineer will be a clear advocate for the customer and a steward for the company! This position will provide service and support of Pall's existing customer base. The Engineer also supports sales growth, service growth and customer satisfaction. Field Service Engineers are also responsible for repair, installation, maintenance and calibration of Pall Corporation equipment at customer sites. Key Responsibilities

  • Customer Satisfaction in all aspects of the job. Increased throughout, decreased downtime, regular Calibration and Preventive Maintenance, regular upgrades as deemed by Pall Corporation technical staff.
  • Call Set-up and Closure - FSE's are accountable 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 efficient customer invoicing, relieve inventories of parts used and ultimately contribute to 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 ensure we exceed customer expectations, and close all outstanding issues - takes charge of customer issues and services as the primary customer contact for issue resolution. Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion
  • Strong communication and listening skills.
  • Handling critical issues - ability to identify, own and track any issues with an account, according to call procedure, to reach resolution.
  • Excellent sales ability measured by the attainment of revenue goal by individual and their territory. This includes annual growth of Field Service Maintenance Agreements, monthly time and material billing and the support of sales initiatives through lead generation.
  • Achieve annual revenue target with expected year-over-year growth targets set at beginning of each calendar year.
  • Handle individual expenses with on time monthly submission of expenses.
  • Completion of weekly scheduling reports and participation in all Team calls.
  • Able to effectively price and position Service offerings and agreements on both existing and new equipment, taking into account expected costs to actively handle profit margin.
  • Assumes accountability around daily management and monthly critical metrics.
  • Sales Support: Value Selling - make valuable contributions to our service offerings. A FSE must have ability to run a customer account in its entirety, and when accessing an account, determine where we can add more value by offering other services (i.e. rental units, consumables, additional or new equipment leads, service on other instruments, etc.)
    Minimum Qualifications
    • Bachelors (ideally in a Technical or Engineering field) or Military equivalent (E-6 or greater) or 3 + years of prior field service experience in related field
    • Experience with Microsoft Work, PowerPoint, and Excel
    • Experience in one or more of the following: electrical, hydraulic, pneumatic, software, mechanical troubleshooting, theory and application
    • Able to travel at least 50% of the time
      Preferred Qualifications
      • Commercial experience, including direct selling of products or services
      • SAP experience

Keywords: Pall Corporation, Rochester , Field Service Engineer, IT / Software / Systems , Rochester, New York

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