Customer Service Engineer
Company: Orion Talent
Location: Los Angeles
Posted on: September 28, 2024
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Job Description:
Position Details:
Title: Customer Service Engineer
Location: Los Angeles, CA
Shift: Monday - Friday, 10am - 7pm (includes a 7% shift
differential) // you will train 8am - 5pm for several months before
moving to the 10am shift start, but you will still get the shift
differential while training.
Compensation: First Year Total Comp = $101k - 123.8k
Base Payrate $70,000 - 88,000
Additional Average OT $10,500 - 13,200
Shift Differential (7%) $4900 - 6160
5% Target Bonus $3500 - 4400
Annual Value of Company Car $12,000 .
Total $100,900 - 123,760
Benefits: Company offers an excellent global benefits package
Medical, Dental, Vision, Employee Assistance Program, Mental
Health, Substance Abuse, Flexible Spending Accounts, Life
Insurances, Short- and Long-Term Disability Insurance, 401K Savings
Plan with matching contribution, Financial Planning Tools, Training
and Education, Tuition Reimbursement, Paid Time Off, Holidays, Flex
Schedules, Business Casual Dress, Employee Discount Program, and
Volunteer Opportunities. Specific benefits for this position
include:
4 weeks of paid vacation (PTO) to start, with 5 paid floater
holidays pro-rated for the first year and 6 paid standard holidays.
At the start of your third year, you get a 5th week of
vacation.
100% match of 401K contribution, up to 6% (20% vesting of the
matched amount each year).
Corporate Vehicle - Fleet Program - You receive a new car ($45 per
week cost to you) all inclusive of gas, tolls, service, insurance
and more. You can use for business and personal usage. It is
estimated to be a $15k annual value to the employee. You can also
opt out and receive a corporate van.
"Well Being" reimbursement of $300/year for health/fitness classes
and related items.
Travel: Travel is an essential job requirement for this position.
As a CSE, you will travel regularly throughout assigned region to
customer accounts; your region is centered around Manchester and
Lebanon, NH and stretches approximately 2 hours in all directions.
You must be available to provide service to customers during off
hours as well as weekends, as necessary.
Position Description:
As the Service Technician, you will be in a field-based,
customer-facing role that installs, services, maintains and
modifies company's equipment at customer sites. The selected
candidate will work at sites with minimal supervision and will
perform on-site customer repairs and be responsible for delivering
both timely and effective repairs. It will be your responsibility
to provide on-site training after installs to help ensure the
systems optimal performance resulting in superior customer
satisfaction. The Field Service Technician will help with managing
financial performance within their territory: meeting or exceeding
budget for revenue generation, expense control and inventory
management. The Field Service Tech/Engineer is a key contributor in
maintaining ongoing customer interaction to solve and prevent
technical difficulties. The Field Service Tech/Engineer interfaces
directly with the Customer Care Manager, Technical Manager,
Clinical Application Specialist, Product Managers, Company Sales
Representatives, and customers. These interfaces are required to
provide superior product service responsiveness and customer
satisfaction. The Service Engineer integrates the technical
capabilities and available resources, with effective territory and
business management skills to develop and maintain superior service
levels. You will need to make decisions on best plan of action to
keep the customer's equipment downtime to a minimum. Specific
responsibilities include:
Possess total familiarity with mechanical, electronic, optical, and
operational aspects of designated products as evidenced by the
ability to effectively install and repair/service designated
instruments.
Provide customer troubleshooting assistance as required.
Provide product service for clinical field trial installations.
Perform warranty and maintenance work necessary to keep customer
level of service and satisfaction high.
Recommend service manual revisions.
Requirements:
Candidates must have top-notch electronic systems knowledge and
troubleshooting/repair skills in addition to unparalleled customer
service skills (relationship development, conflict management,
active listening and problem solving, interpersonal communication,
etc.). Experience in the Bio-Medical field is a huge plus, but not
required. Candidates must be able to interpret electronic system
schematics and flow-charts. A highly tuned mechanical aptitude and
the ability to visualize and explain situations and resolutions are
also critical in this role. Excellent customer service,
communication (oral & written), documentation, and PC skills are
essential to this position's success.
Keywords: Orion Talent, Los Angeles , Customer Service Engineer, Engineering , Los Angeles, California
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