About the job
The Sr. Field Service Engineer (FSE) position is responsible for enabling customer success within their EMEA territory.- As a Sr. FSE, you will be engaging with customers daily and delivering differentiated customer service, preventive maintenance, troubleshooting, and repairs at customer sites across your territory.
- This position serves as a hardware consultant during pre- and post-sales activities and will collaborate with broader commercial team to maximize sales growth and customer satisfaction. The FSE role requires excellent communications, time management, situational awareness, troubleshooting, collaboration, and composure under pressure. You will be expected to build and maintain strong relationships across territory Service and Support teams, Sales, Marketing, and internal Bio/Science teams. The primary goals of this position are to ensure rapid adoption and maximum customer success with Deepcell's products. Responsibilities:
- Support new product development through alpha and beta tests
- Coordinate new installations of commercial and in-development products, including facility inspections and instrument validation
- Identify, document, and communicate customer issues; complaints or concerns to management
- Create and maintain positive working relationships with customers to manage expectations while satisfying the customer's needs
- Handle stressful situations with poise and composure
- Participate on departmental project teams; work collaboratively to execute project plans
- Prioritize tasks and responsibilities to achieve departmental key performance metrics
- Represent the company professionally, ethically, and morally at all times
- Carry out installations and repairs on customer sites throughout North America.
- Opportunity for occasional international travel as well
- Contribute to designing equipment, tools and products, and field-testing new equipment and products
- Carry out periodic inspection on the machine, diagnose faults, and resolve any issues at the work site with minimum interruption to the customer's business or daily activities
- Represent the company at national, regional and local trade shows/conferences including events/seminars
- Provide timely installation and maintenance reports
- Lead and engage in accurate utilization and maintenance of the Company's customer relationship manager (CRM)
- Mentor and train new and junior FSE's on how to provide differentiated customer service
- Lead in creating and updating all Field Service documentation
- Requirements:
- Clear vision of and commitment to providing outstanding customer service
- Excellent organizational, analytical, and systematic troubleshooting skills
- Strong written and verbal communication skills
- Ability to maintain records in CRM for customer sites and provide high level feedback to management
- Experience with lab or liquid handling automation with microfluidics
- Ability to operate as an independent contributor and as a cooperative member of a team
- Ability to successfully operate in a fast paced, rapidly changing environment
- BA/BS or equivalent in engineering, electronic and optical experience preferred
- 5+ years of supporting/designing capital equipment in a related field
- A command of scientific knowledge would be an advantage
- Must have a valid driving license
- Data Science and Artificial Intelligence (AI) experience preferred, but not required
- Ability to travel up to 75%
- Previous customer facing experience with capacity to interact with principal investigator-level scientists as well as bioinformaticians and laboratory personnel
-
Service Engineer
منذ 5 أيام
Mediproz Amman, الأردنProvide various strategies and tools in order to provide effective solutions to customer's concerns. · Respond to clients' complaints. · Evaluates and resolves problems of customers · Assist in installing equipment · Analyze, inspect, and review findings to determine the solution ...
-
Service Engineer
منذ أسبوع
Taawon for Laboratory & Scientific Supplies Amman, الأردنAbout the job · Job Summary: We are looking for an enthusiastic Service Engineer in Amman to perform all maintenance department plans to achieve the company's objectives including the execution of programs for new Instrument requests and installation, regular maintenance, preve ...
-
Service Engineer
منذ أسبوع
ABB Amman, الأردنABB Motion is a pioneering technology leader, driving innovation in motion industries. We keep the world turning, while saving energy every day. Our motors and drives are an integral part of everyone's lives, writing the future of smart motion. You will be working as a Service En ...
-
service enginer
منذ 4 أيام
FIMER S.p.A. Amman, الأردنInteract with customers and coworkers at a professional level, able to work both independently and as part of a multi-tasking team · Perform depot-based repair, testing and re-certificating of inverters · Perform remote onsite customer services, including installing, commissionin ...
-
Service Advisor Engineer
منذ أسبوع
Central Trade & Auto Co. Amman, الأردنAbout the job · Job Summary: Service Advisor Engineer is the first point of contact with customers and also acts as a representative of the service center. Key Responsibility Areas: · Acts as an advisor / consultant, communicate effectively with customers (verbally & in writing ...
-
Senior Service Engineer
منذ أسبوع
MAN Energy Solutions Amman, الأردنAbout the job · About us MAN Energy Solutions enables its customers to achieve sustainable value creation in the transition towards a carbon neutral future. Addressing tomorrow's challenges within the marine, energy and industrial sectors, we improve efficiency and performance at ...
-
Senior Service Engineer
منذ أسبوع
ABB Amman, الأردنUsing various strategies and tools to provide effective solutions to customers' concerns. · Communicating with clients, engineers, and other technicians to ensure that services are delivered effectively. · Promptly following up on service requests and providing customer feedback. ...
-
Junior Service Engineer
منذ أسبوع
AMICO Group Amman, الأردنJob Description: · We take pride in our people a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world. · Job Responsibilities: · Transport services (delivery of personnel and materials) using company vehic ...
-
IT and Services Supervisory Engineer
منذ أسبوع
Orange Jordan Amman, الأردنBachelor degree in Telecommunications, Electronics or Computer Engineering · Knowledge in Mobile NW (LTE, 3G, 2G), Data NW (ADSL, LL ..etc), Transmission NW (SDH/PDH), Fixed Switching (PSTN/OCB) & TDM LL platforms (Tellindus) · Knowledge in IT systems, Databases, and Operating Sy ...
-
Field Service Engineer
منذ 3 أيام
Roche Amman, الأردن· • Coordinate with Technical Service Manager regarding planned systems installations · • Carry-out installation procedures as per Roche standards · • Report and document all installations as per Roche standards · • Conduct customer training regarding proper use and maintenance ...
-
IT and Services Supervisory Engineer
منذ 4 أيام
Orange Jordan Amman, الأردنTo Supervise the networks alarms on 24/7. · To handle the customer individual/mass complaints on 24/7 according to the agreed ITN-BU SLAs. · To diagnose faults properly so that faults are dispatched to the right team and on-time (to save time, cost & efforts). · To report faults ...
-
Technical Service Engineer
منذ 6 أيام
HME Logistics LLP Amman, الأردنTake ownership of customer issues reported and see problems through to resolution · Research, diagnose, troubleshoot and identify solutions to resolve customer issues · Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams · Provi ...
-
Service Desk Engineer
منذ أسبوع
Specialized Technical Services Amman, الأردنDealing with incoming faults in a professional, courteous manner over the phone and via email · Taking ownership of faults and managing them in a logical and methodical manner · Correctly logging incidents and faults, categorising and prioritising them in line with team procedure ...
-
Service Desk Engineer
منذ 4 أيام
SITA Amman, الأردنProvide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs · To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations · When require ...
-
Field Service Engineer
منذ أسبوع
CACI International Inc Amman, الأردنConduct temporary install / uninstall of CsUAS systems in a variety of locations / environmental conditions to support client CsUAS testing and evaluation operations. · Conduct permanent / semi-permanent installs and continuing operational support, monitoring, and maintenance of ...
-
Systems Engineer Enterprise Services
منذ أسبوع
Specialized Technical Services Amman, الأردنDuties and Responsibilities: · Install new products and install their updates. · Supervise the migration of existing solutions and apply needed updates. · Complete configuration and upgrading based on design and specifications of client proposals. · Prepare full documentation of ...
-
Dedicated Services Engineer EU Only
منذ 4 أيام
Canonical Amman, الأردنThe role of a Dedicated Cloud Engineer at Canonical · The dedicated cloud engineer works directly with a Canonical customer to understand their cloud needs and help shape their cloud strategy. As a member of the team you will gain experience using a broad range of cloud technolog ...
-
Expert Systems Engineer Cloud Services
منذ أسبوع
Specialized Technical Services Amman, الأردنDesign, develop, implement, and maintain network infrastructure. · Ensuring secure and stable server connectivity and testing network protocols. · Creating internet domains and optimizing intranet performance. · Testing data exchange and communication between computers, routers, ...
-
Expert Systems Engineer Cloud Services
منذ أسبوع
Specialized Technical Services Amman, الأردنDesign, develop, implement, and maintain network infrastructure. · Ensuring secure and stable server connectivity and testing network protocols. · Creating internet domains and optimizing intranet performance. · Testing data exchange and communication between computers, routers, ...
-
IBD-SS Field Service Engineer
منذ أسبوع
General Dynamics Information Technology Amman, الأردنMust be capable of performing analyses of system operations · Must have knowledge of and experience in the operations of hardware systems and components · Must have experience in fault detection, isolation, and correction of hardware systems and individual components · Must be ca ...