Danaher Corporation Field Service Engineer in Diadema, Brazil
Job SummaryThe Field Service Engineer position is responsible for daily service and support of Pall’s existing customer base. The engineer also supports sales growth, service growth and customer satisfaction. This role is incumbent for repair, installation, maintenance and calibration of Pall Corporation equipment at customer sites.Qualifications
Team attitude to work with and support fellow FSE’s and service team members.
Inclination and ability to listen to various partners (e.g. Customers, Sales, Customer Service) and generate meaningful insights.
Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges.
Sense of Urgency - must have the drive/motivation to take action. Must be able to prioritize daily activities and resolve requires immediate attention.
Strong Interpersonal and Communication skills - must be able to remain calm when dealing with difficult customers/peers and have strong communications skills both with internal associates and external customers. Must be a true professional at all times. Team orientated, positive attitude and motivator.
Ability to adapt - must be flexible and understanding with change as it occurs regularly for a FSE throughout his/her day/week. Must be able to think quickly and respond positively to those changes.
Able to travel 50% of the time
Bachelors (ideally in a technical or engineering subject area) or Military equivalent (E-6 or greater)
5 + years of prior field service experience in related field is preferred
Highly computer literate (especially in Excel, PowerPoint, and SAP a plus)
Strong deductive reasoning and problem-solving skills
Commercial experience, including direct selling of products or services
Electrical, hydraulic, pneumatic, mechanical troubleshooting, theory and application
Strong interpersonal and communication skills
Specific Duties & Responsibilities
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 aims to our objective of accurate reporting for business management purposes.
Drives a sense of ownership and vitality 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
Handling Call Customer concerns - ability to identify, own and supervise any issues with an account, according to call customer concern procedure, to reach resolution.
Leads by example to develop a robust continuous improvement culture
Assumes accountability around daily management and monthly data
Energetically seeks out opportunities for improvement
Acts as a primary customer of DBS and demonstrates internal and external DBS expertise to map improvement plans and drive sustainable improvements
Value Selling - add value to our service offerings. A FSE must have ability to handle a customer account in its entirety, and when accessing an account, settle 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
Danaher Leadership Anchors and Behaviors – Understands and complies
Charts the Course (Utilizes Critical Thinking, Moves Strategy to Action, Leads in a Global Environment)
Drives Innovation & Growth (Listens and responds to customer needs, Cultivates and enables breakthrough thinking to drive growth, Encourages balanced risk taking to advance innovation)
Leads through DBS (Champions continuous improvement, Solves problems, Drives for results)
Builds People, Teams & Organizations (Relentlessly attracts, engages and develops people, Build strong, effective and diverse teams, Creates followership through collaboration)
Acts with Integrity (Consistently uses sound judgment, Operates with transparency and is trusted, Demonstrates humility and self-awareness)
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 (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .