Website Berman Larson Kane
Best Technical Staffing Since 1980
*Please note the Location: New York City, NY – this position requires that the person in this role be located in this area.
Summary: Supplements Field Support resources as needed, by traveling to various customer locations. This position will require a significant amount of travel; often requiring overnight/weekly or potentially longer stays. Plans and coordinates activities concerned with installing/maintaining instrumentation, investigating and resolving customer reports of problems with instruments to drive customer satisfaction and minimize future operational or service difficulties by performing the following duties:
Essential Duties & Responsibilities
Travel where required to cover Field Support resource needs either within or outside of primary assigned region/territory.
When not traveling, provides Field Support locally as required.
Provides Curative/Emergency Service, Preventive Maintenance, Updates (TBs), at customer’s facility
Installs instruments at customer’s facility, sales demos, product shows, etc, to ensure full functionality according to specifications.
Provides onsite and remote support to all Digital Products. Includes installation and initial configuration of Coag.One, and various Middleware/Instrumentation configurations.
Documents and records information to be included in the repair records in accordance with SOPs and regulatory agencies.
Develop Digital Product knowledge and understanding in order to aid/support Digital Product Sales and Marketing initiatives and strategies
Coordinates problem resolution within Field Support Group and other personnel to expedite repair. Minimize down time and drive Customer Satisfaction.
Analyzes, reviews and inspects findings to determine source of problem via telephone and/or on-site. Performs trouble shooting to repair, replace necessary parts, or other corrective action to ensure optimal operation on analyzers per SOP.
Adheres to all company policies and procedures.
Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
Demonstrate proper operations to end users.
Responsible for effective management of company resources and equipment such as parts, tools, trunk stock, etc.
Escalate all open or reoccurring issues in a timely manner for prompt resolution per SOP.
Review regional service contract metrics in order to drive customer contract renewal growth among primary accounts.
Special projects/tasks as assigned by RFSM.
Drive high level customer satisfaction through the successful completion of field service related duties and responsibilities.
Provides technical assistance/ troubleshooting as required.
Supports Sales, technical support and Marketing departments to foster teamwork and synergy.
Education & Requirements:
High school or GED required. Associates Degree or Certificate from Technical/Military School a plus. Bachelors from 4 year college or university preferred.
3 years related experience troubleshooting and repairing diagnostic equipment required.
Valid Driver’s License
Travel with overnight or longer stays as required. Travel likely 85% and may reach 100% during open Territory periods.
Ability to travel outside of designated territory, if needed. Occasional weekend/holiday on-call coverage for the region.
Ability to travel by common air carrier, or rental car as needed.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of this organization.
To perform this job successfully, an individual should have knowledge of Database and Internet software; Windows 10/7, NT, XP and DOS.
This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as required by customer requirements.
We offer an extensive benefit and compensation package that includes medical, dental, vision, FSA, 401k, PTO, life and disability insurance, as well as a comprehensive leave program. Pay anticipated for this position in New York is from $60,000-$78,000, depending on a number of factors. This role is also anticipated to be eligible to participate in a bonus plan and an automobile plan which are associated with this position. In the ordinary course of business, compensation and benefits programs may change based upon the Company’s needs.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.