Danaher Corporation Field Service Engineer in Diadema, Brazil
The 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. Field Service Engineers are responsible for repair, installation, maintenance and calibration of Pall Corporation equipment at customer sites and on depot at Pall facilities.
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 (C4C), scheduling visits and closing service calls at the time of completion. These actions drive accurate customer invoicing, relieve inventories of parts used and ultimately works towards 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.
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.
Handle 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 handle profit margin.
Leads by example to develop a robust continuous improvement culture
Assumes accountability around daily management and monthly KPI’s
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
Have flexible agenda to travel 50 % to 75 % of the time during a month. LATAM region and occasionally in Americas
The FSE should be selected to participate on our SIP plan (Service Incentive Plan – Bonus) what is 100% aligned and supported with the individual revenue the FSE can achieve vs goals set ate the beginning of the year, per month and trough fiscal year.
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, resolve 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
Team mentality 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.
Optimally 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 settle 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
Education and/or Experience
Bachelors (ideally in a technical or engineering field) 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
English language is desired
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)
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.