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Our North American subsidiary located in Eden Prairie, MN currently has an opening for a Field Process Service Engineer based in Boise, ID to perform product and applications support activities for the purpose of maintaining equipment and ensuring customer satisfaction. The Field Process Service Engineer applies knowledge of electronics and mechanical principles in determining equipment malfunctions and restoring equipment to operation. The position will report to the Process Service Manager. This is a full-time, permanent position - travel is estimated at up to 90%. Every day, FOSS Field Process Service Engineers help their customers enhance the productivity of their laboratory processes and drive high levels of satisfaction by delivering effective customer support. As a Service Team Member, you will represent the face of FOSS and drive best-in-class customer service, responsiveness, and professionalism. Job responsibilities include: - Install, maintain, and repair analytical instruments at customer sites and other locations.
- Train users in software applications and correct equipment operation and maintenance.
- Provide phone support to customers and recommend action to be taken – order parts, service visit, etc.
- Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols.
- Communicate service offerings including training, support, software, laboratory services products and field upgrades.
- Partner with our customers to understand their analytical workflow and applications.
- Ensure a high level of customer satisfaction by monitoring assigned support activities and maintaining an appropriate level of communication with supervisor and support coordinator.
- Comply with safety standards, company policies, and business objectives.
- Maintain accurate accounts of services performed and submit activity and expense reports using designated resources according to company and department policy and procedures.
- Update scheduling application and keep supervisor informed of activities.
- Keep abreast of product and policy information through frequent review of company intranet and website portal.
- Attend service meetings and training sessions.
- Perform other duties as directed by supervisor.
Qualifications: - A four-year college or university degree in an engineering discipline or chemistry, or an equivalent combination of education and experience, is preferred.
- Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience.
- Ability to travel by air, vehicle and/or other means of transportation as business requires. Travel will vary depending on territory requirements and/or customer base.
- Demonstrated ability to troubleshoot, repair, and provide qualification services.
- Must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation. (Company car is provided for this role as well as cell phone and laptop.)
Preferred Qualifications: - Experience using Microsoft 365 and Salesforce.
- 2+ years of laboratory and/or field service experience.
- Exposure to analytical equipment, laboratory environment, and/or instrument control software.
Personal skills: - Success in the role will be defined as creating strong and lasting relationships between FOSS and our customers; both new and current.
- Strong, analytical skills, problem-solving, and customer empathy are all necessary attributes.
- Being able to clearly communicate up, down, and outside the organization is essential.
FOSS is committed to maintaining an inclusive culture and a diverse workforce. You can help us sustain an unbiased recruitment process by not including photo or age in your application. FOSS Today, more than 8 billion people around the world are dependent on nutritional food. Tons of food being produced in a million different ways and under varying conditions, creating challenges all the way from field to fork. One of them, obviously, being the effects it has on climate change. FOSS helps the world’s 100 biggest food companies and more than 40,000 others around the world navigate exactly that with intelligent, data-driven and innovative analytical solutions. We are making sustainability a better business and we’re doing so as global market leader in our field – improving food quality, minimizing food waste, ensuring food safety, and securing fair payment. Join a pioneering and innovative company in the food and agriculture industry. A company on a mission, with offices all around the world and 1,700 talented colleagues from more than 32 different countries.
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