Field Service Engineer

Responsible for providing guidance, support to field on-site and PM technicians and performing onsite product support to assigned customer accounts. Product support consists of logistics, deployments, on-site trouble-shooting of product, Preventive Maintenance (PM) and software upgrades. Management of software distribution and EDHR updates.

Essential Functions:

• Capable of managing various levels of technicians
• Direct involvement with staffing of department
• Travel requirements may be up to 90% depending on the location of the account and where the employee resides.
• Product support on-site, via telephone and through field technicians.
• Assist customer with application of equipment.
• Escalates customer related issues to Service Manager and CQA Account Manager.
• Performs trouble-shooting on-site and corresponds with ZOLL Tech Support staff to document activity
• Performs on-site PMs.
• Must train yearly, a minimum of 40 hours in ZOLL related products and maintain proficiency.
• Assigns PM workload to team
• Provide guidance to employees on the Performance & Development Review (PDR) process.
• Assist and/or Conduct employee's review as required by management
• Potential for deployments to other customers in region at the direction of the manager.
• Able to maintain customer specific information related to service activity.
• Monthly reporting of department metrics for on-site coverage and PM performance.
• Provide software upgrades as requested.
• Special Projects as assigned.

Skill Requirements:

• Excellent verbal & written communication skills.
• Ability to meet objectives.
• Ability to work independently.
• Organizational skills.
• Experience with computers and Microsoft Office.

Required/ Preferred Education and Experience:

• Technical Degree (2 year minimum) or equivalent work experience.
• Prior work experience interfacing with external customers, preferred.
• Valid drivers license
• Credit card in good standing for expenses related to travel