Danaher Corporation Technical Support Engineer - East Greenbush, NY in United States
Danaher Company Description
XOS is a leader in elemental analysis instrumentation and is a part of Danaher Corporation. This position is responsible for traveling to customer sites to perform installation, training, and servicing of XOS analyzers. Itrequires strong interpersonal skills as this is a key role in ensuring apositive customer experience as it relates to our company, our products, and our services.
Responsibilities: Field Service: • Provide world class customer support for on-site installation, validation and commissioning of all XOS instruments • Perform on-site troubleshooting, service and repairs of all XOS instruments • Provide on-site training to customers • Listen and respond promptly to customer concerns • Timely and professionally handle field service calls and issues arising from the field service visits • Build strong relationships with customers in the region to ensure the highest level of satisfaction • Communicate with technical support and applications engineers to resolve customer issues and scheduling customer site visits • Submit prompt, accurate service reports that affect billing, inventory, instrument history, and instrument failure. • Identify service and instrumentation opportunities and escalates that information to the appropriate sales channel. • Maintain accurate records and efficient usage of replacement parts inventory. • Communicate directly with customers, sales reps, and distributors via telephone, electronically or face to face In-House Technical Support: • Be front-and-center in ensuring a positive customer experience as it relates to our company, our products, and our services • Communicate directly with customers, sales reps, and distributors via telephone, electronically or face to face • Listen and respond promptly to customer problems and questions • Diagnose, troubleshoot, and resolve customer issues • Manage multiple customer cases simultaneously and provide regular progress updates to customers with open support issues. • Provide pricing and delivery information • Take and set up replacement part and consumable orders • Set up return shipments for customers • Provide RMA’s for customer returns • Schedule preventative maintenance visits • Update and utilize salesforce.com and Epicor systems • Create troubleshooting documentation
Critical Success Factors: (List of competencies/behaviors needed for this position) • Excellent communication skills • The ideal candidate possesses superior customer service skills • Highly motivated individual • Constant willingness to go above and beyond in supporting customers • Highly mechanically inclined and able to develop creative solutions • Ability to think analytically and solve complex customer problems • Has a sense of urgency and fully understands the impact of customer issues Required Skills/Experience: (List of required skills and experience to perform this position) • 1-5 years of technical experience • Ability to communicate, both verbal and written. Must have strong interpersonal skills. Desired Skills/Experience: (List of valued, but not required skills and experience) • Fast learner • Mechanically inclined • Prior experience in instrument repair or support Education (List of required Education, Certifications, Training) • Science or Engineering Degree preferred or combination of education and experience Travel Requirements • >50% overnight travel required for the position
Key Relationships: Individuals in this position will have ongoing interaction and communications with the following: • Technical Service Engineers • Technical and Field Service Manager • Field Service Engineers • Customers/distributors/sales reps • Sales Team
Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years. At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Organization: X-Ray Optical Systems (XOS)
Job Function: Customer Support
Primary Location: North America-North America-United States
Req ID: X-R000946