Job Description

Field Service Engineer

Our Client, being a leader in the supply of medical and laboratory equipment, is seeking a Field Service Engineer to carry out diagnostic and research instrument post-sales technical support activities including but not limited to: Installation, de-installation, routine maintenance, emergency repair visits, modification and upgrades in accordance with manufacturer specification, governing guidelines, department objectives & key performance indicators (KPIs), policies or procedures.

Specific experience in histology, immunohistochemistry and molecular instruments will be an advantage.

The role will entail:

• Completing relevant administration within set timelines, including field (case) service reports, expense reports and boot/car stock (spare parts) reconciliations against monthly reports.
• Adherence to Client Service Level agreement deliverables & department planning and activities roster.
• Maintaining high levels of customer engagement throughout visits with regular updates and feedback to customers.
• Supporting Applications 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.
• Prior to scheduled visits, plan for required boot/car stock (materials and equipment) and complete relevant warehouse requisition documentation timeously.
• Ensuring adherence to relevant instrument''s manufacturing standards for maintenance, installation and upgrading plans according to customer needs.
• Addressing any challenges within scope of authority and within relevant customer service level agreements, department policies and budgetary guidelines.
• Escalating complex instrument technical queries, challenges or software and hardware upgrades to relevant personnel in accordance with procedures for swift resolution.

An ideal candidate, will have the following skills, experience, and education:

• Required Qualification: National Diploma in Electrical/Electronic Engineering or Mechanical Engineering or equivalent (NQF Level 6)
• Required Experience: At least 3 years experience in technical support services, lifecycle maintenance and sales support mainly in the medical diagnostic industry
• Experience with liquid handlers would be an advantage
• Ability to read and follow process procedures, work instructions, job standards and related information
• Ability to do remote online installations and troubleshooting with customers
• Possess computer and software skills (including Windows 10, Office365, Teams, OneDrive etc)
• Proficient in IT terminology such as IP addresses, Windows Server Environments and firewalls, etc
• Proven experience with connecting IT equipment to networks
• Ability to multi-task and prioritise events and maintain composure under high level of demand is necessary
• Possess the ability to work with customers and vendors at both business and technical level
• An exceptional time management skill is a must
• Capable of explaining technical procedures in writing or verbal is essential
• Ability to work independently and self-motivation is required
• Must be able to travel approximately 75% of the time
• Additional Requirements: The successful candidate needs to be in possession of his own vehicle, a valid drivers license and have or arrange a valid passport (within 3 months of employment) Occasional out of country travel required (about 2 trips a year) Initial product training also to be conducted overseas
• Speak Afrikaans

Remuneration:

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