Sr. Field Service Engineer Ikonisys
Job Summary: Responsible for the installation, maintenance, upgrade, troubleshooting, repair and phone support of Ikoniscope automated microscopy instruments. This position will be responsible for maintaining excellent customer relationships with rapid and effective response to customer issues. The on-site training of customers and the sales of service warranty contracts is also required.
Job Functions and Responsibilities
Travel frequently (80%) to customer sites (domestic and international) to install, maintain or service Ikoniscope systems.
Create and maintain instrument upgrade and maintenance schedule and records for customer base. Report on status weekly.
Provide phone support to customer base and be a part of on-call rotation.
Train customers in proper operation and maintenance of Ikoniscope systems.
Accurately document service visits, costs of repair and travel. Assist in creating and improving technical documentation and Ikonisys' products.
Promote and sell service contracts to customer base. Maintain excellent customer relationships and monitor customer satisfaction.
Provide service support to internal customers (R&D, Sales & Mktg., Ikonisys Clinical Lab, etc) for R&D instruments, etc.
Mentor, train and supervise junior members of the service team as needed.
Assume responsibility for delivering on company identified goals relative to service.
Education and Experience
Experience: Minimum 10 years of experience in direct technical support of customers - preferably in the biomedical industry.
Education: Bachelors degree (BS preferred) or equivalent. Biomedical, Eletrical or Mechanical preferred
Job Knowledge, Skills and Abilities
Must have strong oral/written communications skills and excellent interpersonal skills with customer satisfaction focus.
Must be willing to travel extensively (80%) with occasional weekend travel.
Ability to function in an aggressive, rapidly changing and high-energy environment.
Must be highly proficient in electronic and mechanical troubleshooting, with the ability to understand technical documentation and to decipher hardware/software/biological interface issues.
Experience with tools such as oscilloscopes, calibrated gauges, DVM, etc.
Experience with medical devices required. Experience troubleshooting microscopes, CCD cameras, optics, XYZ stages and controllers and definite plus.
Strong computer skills:
Hardware - troubleshooting hardware issues, computer assembly and testing experience a definite plus.
Software - Proficiency in MS Windows XP, MS Office required. Experience with MS Windows Server 2003, MS SQL Server 2005, Citrix desired.
Networking - Understanding of computer networking i.e. IP configuration, router setup, etc strongly recommended.
Understanding and adherence to FDA/ISO compliance requirements.
Must be highly motivated, customer focused and experienced individual, with a quick learning curve and the ability to operate independently in the field.
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New Haven, CT 06511