Field Service Technician - Maryland (Remote) in Baltimore, Maryland at Pall

Date Posted: 9/13/2019

Job Snapshot

Job Description

Job ID: PAL003831

About Us

Find what drives you on a team with a 70+ year history of being recognized for discovery, determination, and innovation.   As a global leader in high-tech filtration, separation, and purification, Pall Corporation thrives on helping our customers protect people. Our portfolio is broad, so if your interests lie along the spectrum of Life Sciences to Industrial, you’ll find a rewarding role here.  Our career opportunities are as diverse as our products and they are all focused on creating better lives and a better planet.  At Pall, we believe that innovation is our legacy, our privilege, and our destiny. If that resonates with you, join us! 



Description



Position summary

The Field Service Engineer position is responsible for 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.



Key responsibilities

Customer Satisfaction:

  • 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 and a steward for the company.
  • Call Set-up and Closure – FSE’s are accountable for accurately adding Service Calls into Pall’s Service Management System (SMS), scheduling visits and closing service calls at the time of completion. These actions drive efficient customer invoicing, relieve inventories of parts used and ultimately contribute to our objective of accurate reporting for business management purposes.
  • Drives a sense of ownership and urgency 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
  • Managing Critical issues - ability to identify, own and track any issues with an account, according to call 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.
  • Manage 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 actively manage profit margin.
  • Leads by example to develop a robust continuous improvement culture
  • Assumes accountability around daily management and monthly KPI’s
  • Passionately seeks out opportunities for improvement
  • Acts as a primary customer of DBS and demonstrates internal and external DBS expertise to map improvement plans and sustainability


Sales Support:

  • Value Selling - make valuable contributions to our service offerings. A FSE must have ability to manage a customer account in its entirety, and when accessing an account, figure out 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


Position competencies

  • Team mindset 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 actionable insights.
  • Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges.
  • Sense of Urgency - must have the drive/motivation to take action. Ability to prioritize daily activities according to urgency.
  • Strong Interpersonal and Communication skills - ability 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 show initiative.
  • Strong deductive reasoning and problem-solving skills
  • Able to travel 50% of the time





Job Requirements



Qualifications

BASIC QUALIFICATIONS

  • Bachelors (ideally in a technical or engineering discipline) or Military equivalent (E-6 or greater) or 3 + years of prior field service experience in related field
  • Experience with Microsoft Work, Powerpoint, and Excel
  • Experience in one or more of the following: Electrical, hydraulic, pneumatic, software, mechanical troubleshooting, theory and application


Preferred qualifications:

  • Commercial experience, including direct selling of products or services
  • SAP experience




Diversity & Inclusion
At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.




Danaher Corporation Overview

Pall Corporation is proud to be part of the Danaher global family of more than 20 operating companies, driving meaningful innovation in some of today’s most dynamic, growing industries.  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 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 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.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.