Ipsen has launched the inaugural Field Service Engineer (FSE) Academy, a comprehensive 20-week training program tailored for both new hires and more experienced field service engineers.
The FSE Academy blends classroom instruction with practical, hands-on experience alongside veteran service technicians.
“We’ll be focusing on the fundamentals of vacuum furnace repair,” said Cavan Cardenas, Ipsen USA’s technical training lead. “From day one of week one, we want our technicians to get an overview of our equipment, how it works, and what our customers do with it. We want the technicians to understand the purpose for each product in the line.”
Technicians will also be taught important entrepreneurial and soft skills important for efficient, independent operations. “We want to build on their people skills within a busy service lifestyle,” Cardenas said. “There’s an adjustment to being on the road. We’re looking for people who have the right mix of personality, attitude, and ability.”
Darci Johnson, Ipsen USA’s program and transformation manager, has invested time and effort into creating and implementing this program, grown from a program which ended in 2020 at the start of the COVID pandemic. Recruited by Ipsen leadership in late 2022 to deliver a comprehensive field training solution, Johnson said, “I have a lot of experience in instructional design, leading teams to build training programs from the ground up. As I started at Ipsen, there wasn’t a formalized department dedicated to creating technical training programs specific to Ipsen Field Services.”
The newly designed FSE Academy directly addresses the training needs of a field service team that is distributed across North America to serve customers from coast to coast. With a stronger, more consistent training program, Ipsen will expand more localized expertise, ensuring customers have more opportunities to work with the technicians they’re familiar with.
“The success will lie in working with customers that weren’t previously choosing Ipsen service,” Johnson said. “Expanding our outreach, building relationships, and letting our furnace buyers know that working with Ipsen service is the best option.”
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