Position Summary The Field Service Engineer III based in Rio de Janeiro, will provide technical service and support (installation, repair, and maintenance) on equipment within the company.
She/He will conduct operation training to the users after installation and will handle customer complaints according to related process.
The Field Service Engineer will be responsible for the technical reports, to control the spare parts under own possession and to request the items necessaries to solve the customer's issues.
The position has a high-impact contribution to the company's success by providing industry leading service to our customer base.
Major Responsibilities Provide installation support, maintenance, and repair on 3-4 groups of mechanical, electro-mechanical, electronic and/or refrigeration instruments; Receive mentoring/ride-along from team members as required to achieve full competency on trained instruments; Support the company to achieve the strategic goals and financial targets; Effectively communicate with internal colleagues and external customers within established time guidelines to meet customer's expectations; Document and complete service administration activities in a timely manner to comply with local and policies; Actively support the service contracts, assist sales representatives and service team members with system configurations and upgrades; Provide input on ways to improve field service processes to increase performance and exceed customers' expectations; Control the spare parts under own responsibility to maximize customer uptime and field service-related metrics; Control expenses to maximize the profit contribution to the company; Represent the company in a professional manner to instill confidence with current and prospective customers of products to achieve high customer satisfaction; Uncovering root cause of customer frustration and understanding customer needs; Lead and summit technical issues escalations to solve the customers' complaints; Provide other technical support as requested; Potential to be certified as Qualified Trainer Required Education, Experience, Skills Education: Bachelor's or Technical Degree in Electrical, Eletronic, Mechatronics or related areas; CFT or active CREA is mandatory.
Experience/Skills: Strong Experience working with diagnosing and repairing medical devices, mechanical, electromechanical, electronic equipment and scientific instrument; Time management and productivity efficiency with service call handling; Strong documentation skills; Strong technical acumen – analytical with the ability to understand complex system operation and troubleshooting; Communication skills - uncovering root cause of customer frustration and understanding customer needs.
Lead the issues escalations and reports; Proficiency with test equipment used in field service support; Building and nurturing internal and external customer relationships.
Travel: 70-90%+, frequent overnight travel, must maintain flexible schedule, often with short notice.
International travel will be required, specially to USA Driver's license: Must possess a valid Driver's license and meet fleet eligibility requirements.
Language: Portuguese/ Advanced English (mandatory)