Customer Success Engineer

Promega

Madison, WI

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JOB DETAILS

SKILLS

Communication Skills, Computer Firmware, Customer Escalations, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Establish Priorities, Identify Issues, Information Technology & Information Systems, Inventory Management, Legal, Lift/Move 80 Pounds, Maintenance Services, Metrics, On Site Support, Operations Management, Organizational Skills, Performance Metrics, Problem Solving Skills, Product/Service Launch, Project/Program Management, Regulatory Requirements, Service Delivery, Team Player, Time Management, User Interface/Experience (UI/UX), Vehicle Driving, Willing to Travel

LOCATION

Madison, WI

POSTED

1 day ago

JOB OBJECTIVE: The Customer Success Engineer reports to the Sr. Manager, Customer Operations as a key position within our Customer Success Team where our vision is to partner with our customers and act as one team. One team where our customers' successes are our own, and our employees are empowered to create exceptional customer experiences.

Customer Success Engineers are the face and hands representing Terso in the field for customer installations, site qualifications, training, repairs, technical troubleshooting and maintenance services. Customer Success Engineers are essential in creating a positive customer and end user experience and are a key resource in gathering and sharing customer feedback.

ESSENTIAL DUTIES:

1. Independently travel and execute field services at customer and end user locations. Services include site qualifications, installations, training, calibrations, repairs, maintenance, troubleshooting or other in-field services as required.

2. Arrives prepared with tools, research and customer specific information needed to deliver successful services. Effectively manage and reconcile kit inventory.

3. Demonstrates a high level of emotional intelligence and builds trust with partners and end users before, during and after in-person visit. Prioritizes relationships and customer success and actively seeks customer feedback.

4. Complies with Terso guidelines regarding all key performance indicators related to quality, customer satisfaction, service level, first time fix rates, work order completion, and other productivity metrics.

5. Responsible for staying up to date with new product releases, hardware revisions, firmware updates, and process changes as it relates to the customer success department.

6. Act as point of escalation for customer support specialists, when applicable

7. Proactive and independent learner and makes suggestions to improve existing products and processes.

8. Ensure that any quality issues are reported and captured in the appropriate areas.

9. Ability to provide excellent customer service in all situations with the ability to communicate technical terms in a non-technical format for customers.

10. Understand and comply with ethical, legal and regulatory requirements applicable to our business.

11. Other related duties as assigned.

CORE COMPETENCIES:
• Problem Solving
• Accountability
• Comfort in Ambiguity
• Information Seeking
• Critical Thinking
• Execution
• Customer Focus
• Communicating
• Relationship Builder
• Flexibility
• Self Confidence

MANDATORY QUALIFICATIONS:

1. Ability to travel up to 80% of the time, on short notice and at a variety of times.

2. Ability to comply with hospital and lab requirements for entry.

3. Requires occasional on call and after-hours availability.

4. Minimum of 2 years field service experience in a customer service or technical service position.

5. Exhibit a high degree of emotional intelligence and able to demonstrate understanding and empathy.

6. Self-motivated with a bias for action. Strong interpersonal skills. Self-starter and -finisher.

7. Ability to work under pressure in a deadline-driven and changing environment.

8. Strong project management and organizational skills with ability to prioritize.

9. Must be effective in communicating to, and working with, various engineering, customer, and account personnel.

10. Ability to work in a team environment to drive resolution to customer problems while maintaining a positive, professional attitude. Must have effective communication, presentation, and collaboration skills.

PREFERRED QUALIFICATIONS:

1. Associate Degree in Information Technology, Engineering, Business or related field, or related field or equivalent combination of education and experience

PHYSICAL REQUIREMENTS:

1. Ability to slide, push and move equipment, with varying frequency.

2. Ability to drive a vehicle.

3. Ability to work in tight spaces while bending, twisting and reaching as needed.

4. Ability to sit and stand for extended periods of time.

5. Ability to use computer and telephone equipment.

6. Ability to travel up to 80% of time (US)

7. Occasionally lift up to 80 pounds.

Terso Solutions is an Affirmative Action/Equal Opportunity Employer

About the Company

Promega

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