Field Service Engineer

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors.

Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

To provide total engineering and technical support to Werfen customers nationwide and Werfen Area Account Managers and Application Specialists. Field Service Engineer (FSE) will manage a programme of preventative maintenance for a specific geographic area and control a local inventory of spare parts.

The FSE will work in conjunction with Service Administrator, Specialist Engineers, the Technical Support team and Service Area Manager to deliver support services for instrumentation provided by Werfen. The role is field based but will require occasional office attendance for specific duties under the direction of the Service Area Manager.

Key Accountabilities

• The prompt and satisfactory diagnosis, repair and test of faulty instruments
• Management of effective and reliable maintenance programme for specified customer instruments, in line with defined maintenance activity schedules and frequency requirements
• The provision of efficient and timely installation of new instruments, including performance of Installation and Operation Qualification (IQ/OQ) procedures as applicable.
• Adherence to a quality of service in line with company policies and procedures
• In achieving the objective outlined above FSE’s must undertake the following responsibilities:
• Maintain frequent communication with Service Administrator advising of all intended activity, locations and future commitments. In the event that urgent attendance for repair is not required, the FSE must devise a programme of activity for the following working day and notify the Service Administrator. In the event no activity is planned the Service Administrator must be notified to highlight availability.
• Communication of planned arrival dates and times at customer premises to customer.
• Communication with other Werfen employees (e.g. Area Account Managers and Application Specialists) to advise of or escalate issues arising in line with escalation procedure
• Management of a preventative maintenance programme in accordance with the needs of each specified customer and company policies.
• Differentiation of customer base, weighing urgency and effect of activity required, in conjunction with Service Administrator and Service Area Manager.
• Maintain professional conduct, acting in a manner which is polite, interested and committed at all times when customer facing and in communication with other Werfen employees.
• Completion of accurate and detailed electronic ‘Incident Reports’, , with entry into Werfen computer systems following each completed visit.
• Completion of Preventative Maintenance records as appropriate for instrument type, ensuring all tasks documented are completed correctly, with supporting evidence and all field entries completed as indicated and required to maintain quality standards.
• The maintenance of ‘open calls’ activity within SAP to detail planned, in progress, held and unplanned activity pending.
• To maintain a full set of tools and test equipment and ensure spare part inventory for equipment range to be serviced is available.
• Identification of part numbers required for repair
• Communication and availability
  • All email and telephone communication must be responded to in a timely manner.
  • During routine office hours FSE’s must remain available for communication, responding to any messages left within a reasonable time frame.
  • Any tracking system in operation must be activated during working hours.
  • Where covering helpdesk during working days or at weekends, customer communication should occur within 30 minutes and must occur within 60 minutes of the support request…