Customer Success Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Report to the Senior Manager of Customer Operations as a vital member of the Customer Success Team.

• Travel independently to customer and end-user locations to provide field services.

• Conduct site qualifications, installations, training, calibrations, repairs, maintenance, troubleshooting, and various in-field services.

• Arrive equipped with the necessary tools, research, and information specific to the customer.

• Manage and track kit inventory effectively.

• Establish trust with partners and end users before, during, and after visits.

• Focus on building relationships and ensuring customer success while soliciting customer feedback.

• Adhere to guidelines and performance metrics related to quality, customer satisfaction, service levels, first-time fix rates, work order completion, and overall productivity.

• Stay informed on product releases, hardware revisions, firmware updates, and process changes.

• Serve as an escalation point for customer support specialists.

• Propose enhancements to products and processes.

• Accurately report and document quality issues.

• Deliver outstanding customer service and convey technical terms in an easily understandable manner.

• Follow ethical, legal, and regulatory standards.

• Carry out additional related duties as assigned.

⛳️ Requirements

• Willingness to travel up to 80% of the time, often on short notice and at various hours.

• Capability to meet hospital and lab entry requirements.

• Availability for occasional on-call and after-hours duties.

• A minimum of 2 years of experience in field service within a customer service or technical service role.

• High level of emotional intelligence with the ability to show understanding and empathy.

• Self-driven with a proactive approach.

• Excellent interpersonal skills.

• Ability to initiate and complete tasks independently.

• Capacity to work under pressure in a fast-paced and evolving environment.

• Strong project management and organizational abilities with a focus on prioritization.

• Effective communication and collaboration skills with engineering, customer, and account teams.

• Proficient in working within a team to resolve customer issues while maintaining a positive and professional demeanor.

• Strong presentation and collaboration capabilities.

• An Associate Degree in Information Technology, Engineering, Business, or a related field, or an equivalent combination of education and experience is preferred.

• Physical ability to slide, push, and move equipment.

• Valid ability to drive a vehicle.

• Capacity to work in confined spaces while bending, twisting, and reaching.

• Ability to sit and stand for extended durations.

• Competency in using computer and telephone equipment.

• Willingness to travel up to 80% of the time within the United States.

• Occasionally lift weights of up to 80 pounds.

🏝️ Benefits

• Comprehensive health insurance options.

• Retirement savings plan with company matching.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and advancement.

• Employee discounts and perks.