Field Support Engineer at Diagnostica Stago, Inc. in New York City, New York

Job Description:

Diagnostica Stago, Inc., (DSI) is an industry leader in the science of hemostasis and thrombosis. Stago provides the total commitment of global resources and responsiveness, coupled with cutting edge technology and reliability. DSI is dedicated to continually developing and providing the very best hemostasis products, technical support, and services.

Ideal candidates for this role will reside in the NYC metro area.

Summary: Plans and coordinates activities concerned with installing/maintaining instrumentation, investigating and resolving customer reports of problems with instruments, to drive customer satisfaction and minimize future operational or service difficulties by performing the following duties:

Essential Duties & Responsibilities:

• Provides Curative/Emergency Service, Preventive Maintenance, Updates (TBs), at customer's facility


• For all primary assigned analyzers FSE is responsible for tracking, scheduling and completion of all preventative maintenance and updates (TBs) due.


• Installs instruments at customer's facility, sales demos, product shows, etc, to ensure full functionality according to Diagnostica Stago specifications.


• Provides onsite and remote support to all Stago Digital Products. Includes installation and initial configuration of Coag.One, and various Middleware/Instrumentation configurations.


• Develop Stago Digital Product knowledge and understanding in order to aid/support Stago’s Digital Product Sales and Marketing initiatives and strategies


• Documents and records information considered a part of the repair record, to include work orders, analyzer information, update information, etc. which must be completed in accordance with SOP timelines and regulatory agencies


• Analyzes, reviews and inspects findings to determine source of problem via telephone and/or on-site. Performs troubleshooting to repair, replace necessary parts, or other corrective action to ensure optimal operation on analyzers per SOP.


• Coordinates problem resolution within Field Support Group and other personnel to expedite repairs. Minimize down time and drive Customer Satisfaction.


• Adheres to all company policies and procedures.


• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.


• Demonstrate proper operations to end users.


• Responsible for effective management of company resources and equipment such as parts, tools, trunk stock, etc.


• Escalate all open or reoccurring issues in a timely manner for prompt resolution per SOP.


• Review regional service contract metrics in order to drive customer contract renewal growth among primary accounts.


• Special projects as assigned by RFSM.


• Drive high level customer satisfaction through the successful completion of field service related duties and responsibilities.


• Provides technical assistance/ troubleshooting as required.


• Fosters teamwork by supporting all necessary Stago departments in the goal of improving internal cooperation and customer satisfaction.

Education & Requirements:

• High School or (GED) required.  Associates Degree or Certificate from Technical School a plus.  Bachelor’s from 4 year college or university preferred. 


• 3 years related experience troubleshooting and repairing diagnostic equipment or operating related equipment required.


• Valid Driver's License.


• Ability to travel outside of designated territory, if needed. Up to 75% overnight travel may be required depending on territory. Occasional weekend/holiday on-call coverage for the region. Ability to travel by common air carrier, or rental car as needed.

Skills:

• To perform this job successfully, an individual should have knowledge of Database and Internet software; Windows 10/7, NT, XP and DOS.

This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements.  

We offer an extensive benefit and compensation package that includes medical, dental, vision, FSA, 401k, PTO, life and disability insurance, as well as a comprehensive leave program. Pay anticipated for this position in New York is from $30.00-40.00 per hour, depending on a number of factors. This role is also anticipated to be eligible to participate in a bonus plan and an automobile plan which are associated with this position. In the ordinary course of business, compensation and benefits programs may change based upon the Company’s needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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