Job Description

Degree or Diploma requirement: BTech (Engineering) / BSc or equivalentWorking experience: 3+ yearsOVERVIEWThe Field Service Engineer (FSE) is responsible for carrying out instrument pre- and post-sales technical support activities including but not limited to checking incoming instruments, installation, de-installation, emergency on-site repair, preventative and routine maintenance, sales support, and modification implementation on all instrumentation. In addition, the Field Application Scientist (FAS) component of this role is to provide application knowledge and support to customers, develop productive customer relationships, and transfer product knowledge both internally to colleagues and to customers and assist in designing appropriate customer solutions together with your team.This role must ensure that all regulatory policies and goals are met.Their focus must be to maintain customer relations, ensure customer satisfaction with service, support internal sales, technical and logistics teams, as well as complete all administrative duties as required.FIELD SERVICE WORK

• Repair broken or faulty instruments

• Service instruments as per service schedules

• Check new instrumentation upon delivery and arrival at the office

• Pack equipment safely and securely prior to shipping

• Install and optimise hardware/software/network products and configurations at customer sites (when relevant official training has occurred).

• Diagnose and resolve instrument performance problems.

• Ensures customer satisfaction by advising customers on preventive maintenance and configurations, that will benefit the performance of the instrument

• Proactively responds to potential equipment issues to prevent unplanned interruption of customers'' business.

• Deliver fully integrated solutions, which may include peripherals, communications, operating systems and applications software.

• Provide feedback to the product managers and application scientists or suppliers concerning performance anomalies encountered. Utilizes the complaint handling system as required.

• Maintain technical competency level servicing new instrument and problems by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors

CUSTOMER TRAINING AND SUPPORT

• React to customer, product manager or application specialist/scientist calls

• Maintain our customer service reputation by complying with all corporate policies and procedures.

• Broken instruments or break downs via phone call and whatsapp : Respond within 2 hours.

• Emails : Respond within 24 hours to customers issues and schedule appropriate measures to assist customer.

• Onsite : 24 hours for emergency break downs.

• Other circumstances : If traveling out of SA or outside of Gauteng, relevant response time will be noted in line with travel arrangements.

• Contact customers in a timely manner and schedule service efficiently.

• Communicate with manager and sales team to ensure customer needs and expectations are clearly understood and met.

• Prepare training material for installation of new products and equipment at customers

• Supporting Applications scientists / specialists with customer training on the technical aspects of instruments and supporting business areas with relevant instrument knowledge and specifications as well as providing cross-team technical assistance and support.

FIELD SERVICE ADMINISTRATION

• Document expenses in a timely manner as required, the 15th of each month

• Complete call reports after each call and record call on CRM

• Maintain stock levels for all spare parts

• Completing and filing of service-related documents within 5 workings day of performing duties

• Keep Pathology/Molecular installation base up to date, within 5 working days of any changes, and notify relevant persons of updated supplier databases.

• Ensure that current service manuals (Quoting and Installed) are available to the rest of the team.

• Supplier Training on all products is up to date with suppliers.

• Adherence to client service level agreements and their deliverables.

• Capturing Service Reports on the Service Report template and submit within 5 working days

• Follow policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, stock management, etc

SUPPORT OF THE SERVICE DEPARTMENT

• Regularly check and maintain external storage facility and ensure that there are no redundancies.

• Following up repairs and installs to the end including communication with sales and product managers as well as following up with customers.

• Develop and institute appropriate processes that streamline and improve the performance of your division.

FIELD APPLICATIONS SCIENTIST SUPPORT

• Provide application knowledge and support to customers

• Provide technical support and consulting with new and existing customers

• Responsible for supporting sales team.

• Develop productive customer relationships, and transfer product knowledge both internally to colleagues and to customers

• Assist in designing appropriate customer solutions together with your team.

• Execute Field Application Scientist related initiatives (presentations, training sessions, technical support)

TEAMWORK AND SELF-MANAGEMENT

• Work together with each member of the team to ensure that all tasks are always handled professionally within the specified company objective criteria

• Be proactive and plan daily to ensure all work is done and completed correctly

• Developing and instituting appropriate processes that streamline and improve the performance of your division and the company

• Supporting the business with any product or customer knowledge and assistance.

To apply email your CV to using the reference: FASFSE

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