Valeant Pharmaceuticals

Field Service Engineering Technician

Job Location US-NC-Charlotte
Job ID
9935
Pos. Category
Sales
Pos. Type
Full Time

Overview

The Field Service Engineering Technician manages a customer base in an assigned geographic territory.

 

This position is responsible for the professional and responsive service of on-site planned and remedial maintenance of surgical equipment manufactured and distributed by Bausch + Lomb

Responsibilities

  • Provide first tier service response to Bausch + Lomb's customers for the surgical products defined as “field serviceable.” Bausch + Lomb’s products and provides site planning and inspection services for installation of new systems. May provide support or perform equipment installations when needed.

  • Interfaces with service personnel including Technical Support, Customer Service, Parts/Planning personnel, and Service Engineering to complete the timely repair of Bausch + Lomb’s products at the customer’s site. Establishes and maintains positive working relationships with Commercial Sales team members in respective territories through regular interface and communication.

  • Key resource for promoting service agreements with Bausch + Lomb customers through communication and education of benefits. Includes interface with customers and internal Bausch + Lomb service operations personnel.

  • Comply with all administrative policies and procedures associated with the field repair and service on Bausch + Lomb’s products. This includes service reports, expense reports, and installation reports.

  • Escalates all customer issues in appropriate manner through formal and informal escalation methods to secure timely resolution to customer problems.

  • Maintains company assets, including parts inventory and test equipment assigned.

    • Develops a thorough command of the ophthalmic industry terminology, procedures, and technology as needed to provide support on products manufactured and distributed by Bausch + Lomb and for Bausch + Lomb’s customers.

  • Key resource for pro-active improvement suggestions for the technical and field service aspects of the position.

  • In addition to the listed duties, the incumbent is normally expected to perform other similar related duties as assigned

Qualifications

Required Education - Associate's Degree or higher in electronics or equivalent technical school or military education

 

Preferred Education - Bachelor’s Degree preferable.

 

Required Skills/Qualifications - Computer/Software - Service Reporting software /  Windows / Microsoft Office / Basic Networking / PeopleSoft

  

Required Experience - 5+ years’ experience in the field service of sophisticated electronic and mechanical products.

 

Preferred Experience - Medical device experience is highly preferred.  Strong customer focus, verbal and written communication skills.

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