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JOB REQUIREMENTS: Job Description JOB OBJECTIVE: The Customer Success Engineer reports to the 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. CORE 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 KEY 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... For full info follow application link. Diversity is important at Promega. We are proud to be an Equal Opportunity Employer, and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/8F104AF5FAD64094 Qualified females, minorities, and special disabled veterans and other veterans are encouraged to apply.