Instrument ConsultantPosted: October 8, 2009
The Dimension/Vista Chemistry Instrument Consultant is a key contributor in providing support and direction to the field based organization regarding instrument maintenance, troubleshooting, repair, and escalation of more difficult problems and critical account situations. The candidate for this position can be based anywhere in the Northeastern part of the U.S. The Instrument Consultant must respond to the most difficult instrument problems, counseling customers and field personnel on corrective and preventive measures. This support is provided remotely or through joint visits with the field personnel. The Instrument Consultant is also the primary liaison between the field and Second Level Support. The Instrument Consultant serves as the highest level instrument resource in the field based organization, and provides service and support of instruments and feedback on technical problems. This individual serves as a source of information and the line of contact for problems unresolved by the FSTs and specialists in the CCM regions. It is the responsibility of the Instrument Consultant to further escalate issues to Second Level Support when additional assistance is required. The Instrument Consultant acts as the primary liaison between Second Level Support and the field, disseminating technical information from SLS to the field, and providing input from the field to SLS. The Instrument Consultant interfaces directly with Field Service Technicians, Customer Care Managers, Second Level Support, RA/QS, Service Operations, Research & Development, Instrument Manufacturing, Service Training, Technical Assistance Center, Technical Application Specialists, Applications Consultants, Product Managers, Sales Representatives and customers. These interfaces are required to provide superior product service, responsiveness and customer satisfaction. The Instrument Consultant integrates the technical capabilities and available resources with effective territory and business management skills to develop and maintain superior service levels. The Instrument Consultant will need to make decisions on the best plan of action in order to keep the customers equipment downtime to a minimum. The Instrument Consultant is also responsible for training FSTs, mentoring them, leading by example and acting as a positive role model for expert level support of Siemens DX products and services. The Instrument Consultants effectiveness can be measured by, but is not limited to, evidence of efforts to assist the field, the speed of resolution on troubleshooting difficult problems, customer surveys, feedback from the entire service organization, sales and customer feedback, expense control and general observation. 1. Possesses total familiarity with mechanical, electronic, pneumatic, optical, and operational aspects of designated Siemens products as evidenced by the ability to effectively assist and train Field Service Engineers, serving as the product expert and counseling FSTs on problem identification, troubleshooting and resolution. 2. Supports the field based organization and customers through phone assistance and on-site customer visits. 3. Gathers information, technical issues and concerns from the field and conveys them to Second Level Support, and in turn conveys technical information from SLS back to the field, keeping abreast of current trends and increasing awareness of product improvements. 4. Participates in the call escalation process to effectively solve instrument problems as the next level up from the FSTs, escalates to a national level when necessary and manages critical account situations as necessary. 5. Works with Technical Training personnel to evaluate training classes and provides input to improve or update lesson plans, and assists with formal classroom training as necessary. 6. Provides support for customer workshops, demonstrations, evaluations and trade shows as needed. 7. Provides evaluation and appropriate feedback on service manual revisions, technical bulletins, modifications, parts inventory and review of new products and procedures to ensure quality field service. 8. Evaluates FST technical performance on an on-going basis, mentoring when the opportunity arises, counseling when necessary and feeding back information to the Customer Care Manager. 9. Reviews and assesses account histories and drives for a reduction in parts cost and instrument hours by advising FSTs on necessary repairs, skill improvement and increased productivity. 10. Appropriately documents all work and communicates pertinent information to customers and Siemens personnel. 11. Works in accordance with government regulations, FDA, and OSHA; works in accordance with the Siemens Quality System, including all applicable training requirements and enforcement of all company safety guidelines (to include safe operation of a company vehicle). Experience: Five years of biomedical field service experience and satisfactory performance as a Siemens Field Service Engineer in the Dimension product line. Special skills/abilities: Must have excellent interpersonal and communication skills (oral, written) for success in this position. Must also possess an excellent team and customer service orientation, as well as time management, problem solving and computer proficiency skills. Please refer to job code 292528 when responding to this ad.
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