Danaher Corporation Field Service Engineer in Bogota, Colombia
Customer Satisfaction• Customer Satisfaction in all aspects of the job. Increased throughput, decreased downtime, regular Calibration and Preventive Maintenance, regular upgrades as deemed by Pall Corporation technical staff. A clear advocate for the customer (internal and external) and a steward for the company.• Call Set-up and Closure – FSE’s are responsible 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 accurate customer invoicing, relieve inventories of parts used and ultimately drives 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 insure we exceed customer expectations, and close all outstanding issues – takes charge of customer issues and services as the primary customer contact for issue resolution.• Strong communication and listening skills• Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion• Managing Call Escalations - ability to identify, own and track any issues with an account, according to call escalation procedure, to reach resolution.
Financial Management & Growth• 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.• Manage 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 proactively manage profit margin.
Continuous Improvement• Leads by example to develop a robust continuous improvement culture• Assumes accountability around daily management and monthly KPI’s• Aggressively seeks out opportunities for improvement• Acts as a primary customer of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements
Sales Support• Value Selling - add value to our service offerings. A FSE must have ability to manage a customer account in its entirety, and when accessing an account, determine on 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.).• Drive substantial new equipment lead generation from Service to aid Sales growth• Partner with sales to support current sales initiatives to drive growth
English - fluent
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.