Company Overview

Metrasens is the world’s leading provider of advanced magnetic detection technologies. Our innovative products are designed to address deficiencies in conventional screening methods, to make us all safer and more secure. Our mission is to take great science from the laboratory and use it to create revolutionary, award-winning products which meet the real needs of our customers.

Metrasens’ core technologies have an extremely wide range of potential applications. Our growth to date has been achieved through the ability of our team to clearly identify and prioritize the areas in which our technology can make the most significant impact, solving acute problems. We embody our technology in solutions that are easy to adopt and simple to use. Innovation is at the core of everything we do – from research and development, through to customer service and training. Metrasens products are already making a real impact in a range of sectors, from medical imaging departments to correctional facilities, and we’re just getting started on our journey.

Description

As part of the broader Customer Experience team, our Field Service Engineers are responsible for creating an initial, and enabling an incredible long-term customer experience that stands out and apart from any company in any industry. You will work across our core markets to perform pre-installation walk-throughs, project coordination, equipment installations, repairs, training, assist in technical support, customer follow-up, and maintain the systems installed at customer locations. Our FSEs must be able to build and maintain strong relationships with customers, employees, and service partners as they will ultimately be critical to your success.

The ideal Field Service Engineer (FSE) candidate will possess strong technical skills, be passionate about customer service, operate independently, and perform all activities with a with a high degree of autonomy. You’re self-driven, confident in your abilities, possess a competitive spirit, a team player, easy to work with, and truly enjoy being a part of a team that is committed to team’s success – They can count on you and you can always count on them to lend a hand in whatever is required to get the job done and done right!

Key Elements

• Get things done – Leverage your experience, lead the way, be a catalyst and a role model
• Customer focused – Help create sustainable process and practices that create exceptional customer experiences
• Skilled communicator – Listen to others and find creative ways to convey ideas to all
• High integrity – Hold yourself and others accountable and keep the brand honest
• Problem solver – Proactive approach to developing solutions that will improve internal and external processes for our company, products, customers, and strategic partners

Your Roles & Responsibilities

• Responsible for pre-installation walk throughs and pre-installation coordination with General Contractors, Electricians, and end-user customers
• Completes new equipment installations or deinstallations, preventative maintenance activities, and emergency repairs with proper supporting documentation in compliance with Metrasens’ quality assurance procedures

• Provides post-sales technical support alongside post-installation training with on-site personnel

• Verifies that all service meets customer specifications and is in accordance with Metrasens’ quality standards
• Maintains communication with customers, and troubleshooting customer issues via telephone, email, online meetings or in person on site.
• General understanding of IT and basic networking concepts and configurations
• Communicate with customers, both in person and via electronic means, in a way that instills confidence in both his/her ability and the capabilities of the broader Metrasens team
• Conduct research, report on project status, and direct project coordination on site.
• Manage and maintain stock of inventory, company equipment and documents that are necessary for servicing related activities.
• Work independently and with minimal supervision or direction day-to-day but also in an extended, remote team environment
• Working knowledge of all technical support activities designed to achieve a world class customer experience
• Identify opportunities to mature and evolve the enterprise Service Delivery and Service Management functions of the team
• Provide feedback to internal teams to address failure points and make system reliability improvements
• Ability to lift, carry, push, pull or otherwise move approximately 30-50 lbs on a frequent basis.
• May be required to travel up to 60% of the time and some travel over weekend may be occasionally required
• Support continuous business process improvement initiatives across all enterprise systems that directly and indirectly impact Customer Experience.

Required Experience & Skills

• 5+ years’ experience within field service activities and installations.
• 5+ years’ experience with hardware component level repair and services.
• Experience effectively working with medical professionals in a collaborative manner and troubleshooting/resolving technical issues is preferred.
• Strong computer and analytical skills and ability to identify operational problems, perform root cause analysis, and implement changes in process, practice, and behavior to resolve.
• Excellent communication and interpersonal skills with the ability to build and maintain individual relationships across the enterprise.
• Ability to thrive in ambiguous environments with a high degree of autonomy.
• Organized, efficient, and committed to a high level of customer service.

Travel

Location

Salary $70,000 - $80,000