Job Type Full-timeDescriptionCoburn Technologies, Inc. designs, engineers, manufactures and services computer-integrated optical lens processing systems and their related consumables and supplies. Our products are used in making prescription lenses, and then coating and shaping them to fit into eyeglass frames. Headquartered in South Windsor, CT we operate with integrity and other values in a culture built on serving our customers. We are seeking a motivated and dedicated individual to join our Service team!The Senior Field Service Engineer serves as a technical leader to the other field service engineers, providing guidance, training, and support to the company's field service team. The Senior Field Service Engineer plans and executes the company's service plan in collaboration with the Director of Service and Operations and the Call Center and Technical Support Manager. The ideal candidate is customer oriented with exceptional people skills, drives change, continuous improvement, and process efficiencies, has superior technical ability, has high prioritization and organizational skills, and is an exceptional communicator. The service team regularly collaborates with all departments within the organization, including Sales, Operations, Engineering, and external customers.ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provides technical leadership to members of the field service team.
- Identifies training needs, leads all training, and ensures the team has support to execute the service activity plan and to consistently provide excellent customer service.
- Supports the communications of field service team and external customers.
- Helps identify revenue opportunities in all service activities.
- Supports the service activity plan to ensure that service contracts, onsite costs, and department financial targets are met, equipment is properly maintained, technician work is properly optimized, and service level agreements are achieved.
- Work closely with customers and staff to perform a proper needs analysis to provide strategic technical direction as well as recommendations for new products.
- Support Continuous Improvement efforts toward product quality and design.
- Collaborates across multiple departments to document and continually improve service work processes.
- Takes a lead on new product and service development projects.
- Works closely with the Regulatory and Safety teams to ensure that field service work processes are executed safely and in compliance with applicable code.
Requirements
- Familiarity with technologies currently deployed at assigned customer sites.
- Process-oriented individual toward development and execution
- Track record of accomplishments related to delivering exceptional service experience to customers and internal stakeholders.
- Well-developed business acumen and technical aptitude.
- Strong problem solving, analytical, planning and organizational skills.
- Excellent verbal, written and presentation skills in order to effectively present information and respond to questions from customers, managers and groups of employees.
- Ability to create and implement field service training programs.
- Ability to travel by car, train, plane with overnight stay is required. Travel time is approximately 50% but will fluctuate throughout the year and as needs arise.
- Ability to travel internationally.
- Bilingual in Spanish strongly preferred.
EDUCATION/ EXPERIENCE:
- Electro-mechanical machinery technical training (certificate or associate degree). Bachelor's Degree in Business Administration, Engineering, or related field preferred.
- A minimum of 3 years of experience in field service with a high level of customer interaction. Experience in an ophthalmic lens lab with surfacing, coating, and finishing of eyeglass lenses is strongly preferred.
- Extensive knowledge of tools and techniques for executing service work.
- Strong understanding of databases.
COMPETENCIES:•Passion for delivering results.•Solves complex problems and makes decisions that are consistent with the Company's values and vision.•Ability to drive change and process efficiencies.•Willingness/enthusiasm for accepting responsibility and accountability; an ownership mentality .•Strong work ethic that displays drive, purpose, and enthusiasm.•Independent worker.•Works with integrity and honesty.•Ability to deal effectively with ambiguity.•Ability to foster strong relationships with colleagues/customers.•Recognized as a source of expertise.Physical Demands•Regularly required to use fingers and both hands to, handle, or feel objects, tools, or controls and reach with hands and arms.•The employee frequently is required to stand for long periods of time (2 to 3 hours), walk, sit, crouch, bend and talk or hear.•The employee must frequently lift and/or move boxes, parts and assemblies weighing up to 50 pounds.•Must be able to perform work that may be repetitive in nature and work that requires manual dexterity and site.Salary Description Salary exempt