A Field Service Engineer for installs, maintains, and repairs complex diagnostic and life science equipment, often requiring a background in biomedical or electrical engineering, and strong problem-solving skills. They work with customers in clinical and research settings to ensure equipment is functioning correctly, perform troubleshooting, and provide technical support for systems like analyzers, PCR systems, and other immuno-diagnostics and/or medical tools. The role involves extensive travel, documentation, and customer interaction
Requirements
- D3/DIV,
Engineering degree in Electromedical / Medical Engineering / Electrical or Mechanical Medical Technology - Minimum 1 year of experience as an Application/Engineer in the field of medical equipment
- Technical expert for product line responsibility
- Ability to identify and drive resolution of issues
- Strong experience in use of analytical tools and software
- Proficient in Microsoft Office and familiar with current digital technology
- Energetic, active, dynamic, competitive, and attractive appearance
- Possess good communication and presentation skills
- Possess the ability to service, maintain, and repair specialized facilities and infrastructure
- Willing to work outside office hours and be assigned to work outside the city (business trips)
- Successful engagement with customers, specifically lab staff.
Role & Responsibilities:
- Responsible to level 2 reactive call as well as preventive, proactive and predictive call.
- Technical field support, including hardware, software and scientific applications for Abbott instrument and informatics systems and products used in transfusion medicine
- Ensure compliance with corporate / customer requirements and operating procedures
- Analyze performance data and support escalation of product performance issues
- Manage spare-part inventory as required
- Ensure compliance with corporate / customer requirements and operating procedures
- Analyze performance data and support escalation of product performance issues
- Utilize sophisticated remote and predictive service tools to minimize customer downtime, compile reports, manage complaints and inform product performance investigations
- Manage a timely and effective preventative maintenance program
- Ensure territory spare parts inventories are maintained and used efficiently
- Align work practices to deliver customer satisfaction and service performance metrics
- Identify service sales opportunities and work with the team to develop or close them
- Ensure regularly scheduled operational and business review meetings are conducted
- Conduct service support and reliability review in territory
- Manage inventory levels and order management as required
- Success is demonstrated with independent measures of customer satisfaction, retention, service KPIs, territory sales and margin numbers as agreed in annual goals and performance reviews
- Prepare routine availability reports and immediately follow up on any repairs.