Field Service Engineer

JOB SUMMARY:

We are seeking a highly motivated Field Service Engineer based out of Texas to join our high-performing team. Field Service Engineer plays a critical role in supporting our customers and global distributor partners in delivering the highest level of support and service and enabling our growing aftermarket business. The ideal candidate must adapt to the business needs as they arise pertaining to our commercial and military customers. The incumbent will provide remote support and on-site service such as repairs, installations, trainings, and consulting. The team also actively collaborates with internal partners to represent the voice of our customers in continuous improvement, product development, and resolving any escalated situation that may arise.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Independent management of schedules to meet customer needs and achieve business goals both within the US and internationally as needed
• Diagnosis, repair, and calibration of complex electronic, mechanical, fluidic and optical subsystems, including:
  • stepper motor driven robotics
  • microprocessor and control electronics
  • Microfluidic circuits
  • Instrument associated software, software updates, and networking
  • PC and o/s operation and maintenance
• Repairs and evaluates the mechanical mechanisms used in instruments.  Consists of re-positioning/alignment of parts, replacement where necessary and observation of mechanical function to confirm proper operation
• Manage customer after-market relationships in terms of identifying customer service and success needs to exceed customer expectations
• Provide customer site calibration services, operational training, instrument installation or set-up, and attention to customer success requirements. Provide a higher level of instruction or consultation to ensure customers are maximizing the benefits of their instruments and applications
• On-site diagnostic repair of Grabner Analytical Instrument, electronic circuitry to the level of component replacement as appropriate for the given product with some potential of assisting with competitor products if deemed appropriate
• Provide on-site consultative support to customers in both a reactive and proactive manner
• Develop and execute key account aftermarket support strategy and work cross functionally to deliver the developed plans with attention to continuous improvement and long term sustainability of key account relationships
• Assist on occasion with repairs and calibrations in the Broken Arrow Repair Depot
• Represent the customer during internal meetings and cross functional collaborations
• Support upon request international training of Grabner Distribution Representatives and End Users in Broken Arrow, OK, Chelmsford MA, and/or Vienna, Austria.
• Engage in pre-sales support as appropriate, particularly with Key Accounts
• Other tasks and duties as assigned

REQUIRED EDUCATION AND EXPERIENCE:

• Associate's degree (A.A.) or equivalent from an accredited two-year college/university or technical school
• 5+ years of experience in a field service role, supporting customers in the US and Globally on complex solution systems: software, instrumentation, consumables, and parts
• Ideal candidate will be based within a 50 mile radius of a major Texas airport
• Solid understanding of electromechanical and fluidics systems, including hardware, electronics, vision & computer operating systems
• Excellent written and verbal communication skills; fluent in written and verbal English
• Self-directed with strong initiative particularly with continuous improvement and quality
• Strong organizational abilities to manage multiple priorities and coordinate efforts with cross-functional team members
• Excellent problem solving and troubleshooting skills
• Strong customer relationship skills
• Familiarity with government, military, and commercial business needs in fluid analysis markets
• Experience working in a rapid growth environment preferred
• Ability to travel domestically and internationally up to 90%