Field Engineer Job in Westchester 10461, New York Us

Responsible for customer relationship management through the effective use of technical knowledge to install, service and maintain the site.  This is accomplished through individual efforts and the efforts of the service team.  May be utilized to provide regional technical support or to supplement the R-TAC rotation, as required.  Assumes a leadership role in one or more established work team environment/structures for an empowered area of responsibility.  This position will be used within Customer Service and applies to all modalities.  Capable of leading installation through complete customer acceptance.

 

CUSTOMER SATISFACTION:Responsible for identification and resolution of customer issues, providing the customer with the appropriate communication and involving appropriate Service and Sales personnel.  Maintaining customer satisfaction is the primary goal.  Therefore, the engineer must demonstrate ownership in difficult circumstances and show a sense of urgency about getting results prioritized by Service Management or the customer.

As a company representative, acts as a resource in response to customer inquiries and communicates only appropriate information.  Refers information to the appropriate person (applications, sales, etc.).  Provides a positive cohesive company image when discussing the company, products, etc with the customer.  Establishes credibility and trust

Understands customer’s competitive environment

Provides proactive regional leadership in the improvement of customer relationships and satisfaction.

Drives the region to maximize customer satisfaction consistent with regional business objectives.  Shares best practices within local region and the entire Zone.  Works closely with Sales to achieve results

Provides communication and leadership at luminary and the most challenging regional accounts.

Involved in multiple levels in accounts.

TEAMWORK:

Performs a wide variety of tasks and changes focus quickly as demands change. Adapt to varying customer needs.  Initiates and facilitates change and explains why.  Seeks out, develops/facilitates and shares best practices.

Assesses situations and makes an optimal and speedy decision despite limited information.  Solves problems while exhibiting judgment and a realistic understanding of all the issues.  Overcomes roadblocks and provides permanent solutions.

Actively participates as a member of one or more regional empowered work teams.  Puts the team ahead of individual needs.  - Actively supports areas of empowerment and continuously improves the team processes - Assumes a leadership role in the work team environment- Works on areas improving customer satisfaction and company profitability.- Seizes initiative to drive the team goals.  - Positively drives morale in the team environment.  Initiates and facilitates change.- Acts as a mentor/coach in the development of peers.  Identifies, plans, and facilitates training for the team.- Drives sales/service relationship.  Catalyst for breaking down barriers.

 

COMPLIANCE:Operate under the required knowledge of regulatory requirement (Federal and State Radiation performance standards, registration, Quality Systems Regulations, EPA regulations and OSHA regulations.  Adheres to established quality requirements, (FDA – ISO9000), and safety requirements (electrical radiation safety, safe lifting practices, etc.). 

Manages company assets effectively including labor time, parts inventory levels, tools, test equipment calibration, RMA’s, A/R’s, customer purchase orders, equipment, company vehicles, business expenditures, etc. 

Performs all administrative duties in a complete and timely manner including timesheets, service tickets, expense reports, FCOs, preventative maintenance, and other related paperwork

 

TECHNICAL:Able to perform as a primary service engineer for at least one entire modality at luminary accounts.  May be assigned duties in multiple modalities.  Recognized as an expert in at least one modality in and outside of assigned region.  Maintains knowledge of technical advances and current industry trends.

Assesses situations and makes an optimal and speedy decision despite limited information.  Solves problems while exhibiting judgment and a realistic understanding of all the issues.

 

Problem Solving:   - Defines problems:  Collects data, establishes facts, and draws valid conclusions. - Has the ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.  - Applies his/her technical training and resources to effectively solve the most difficult problems.  Ensures follow-up on on-going issues.- Demonstrates troubleshooting capability to the component level and able to explain the status of the repair to the customer, if needed.  - Recognized expert in one or more modalities.  Can solve complex image quality and reliability issues.  Primary service engineer at luminary accounts.

 

Activities:- Diagnoses resolves equipment problems.  Drives/leads solution to a high majority of regionally escalated issues.- Provides required preventative maintenance, factory modifications, normal installations and service- Utilizes the call escalation process and communicates customer issues to optimize customer uptime and satisfaction while maintaining ownership of the issue.  Leads root cause analysis and follow-up actions and communications.- Leads installation of products on which they have been trained.  Also includes final calibration, testing and clinical training.  Completes all appropriate installation related reports.  Meets corporate productivity objectives.  Consistently improves and teaches installation efficiency.  Ensures complete customer acceptance of installations.- Provides training/mentorship/technical support to other FSEs.  Assesses team/region training needs and implements training programs for current and future needs.

 

BUSINESS RESULTS:- Champions/drives regional sales/service opportunities.  - Implements revenue programs with zeal.  Closes business.- Integrates knowledge of the business financials to drive business results.  - Meets or exceeds established goals.- Perform other related duties as assigned.

 

Philips is an Equal Opportunity Employer

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