Field Service Engineer - Specialty Diagnostics at Thermo Fisher Scientific

The primary objective of the Specialty Diagnostics (SDG) Field Service Engineer (FSE) role is to provide pre-and post-sales technical support to instrumentation to drive customer value and growth specifically

• Within the Microbiology (MBD) market to Clinical (pathology laboratories), blood banks, veterinary diagnostics and food testing laboratories
• for Sub-Saharan African region (English-speaking countries)
• to Channel partners and direct customers.

Responsibilities:

• Service, maintain and repair instrument install base as customer sites on a 24-hour availability schedule.
• Manage technical support activities as part of an agreed strategic plan to deliver on stated financial and budget commitments.
• Provide support to the Commercial team, Customers and Channel Partners regarding technical information of Microbiology product ranges, applications and test methods, which includes liaising with Technical Services.
• Investigate instrument performance Customer Complaints and provide reports to Customers and Technical Services.
• Manage activities to allow for response to breakdown calls within a specified time, thus minimizing instrument down-time and maintaining scheduled customer appointments demonstrating the ability to assess and prioritize the urgency of customer requests and follow-through to completion.
• Manage instrument related recalls, notification, mandatory upgrades, together with the Commercial team, Customer Service and Quality departments.
• Manage spare part stock levels, monitor spare part consumption to ensure strategic Service effectiveness.
• Develop strategies with the Commercial team and/or Channel partners to expand opportunities to increase Service revenue
• Develop and enhance customer experience and relationships in all market sector by offering high standard of support in all areas of our business.
• Give expert support to all qualified sales situations, including, product demonstrations either in the customer’s laboratory or at the SDG facility.

Other Job Requirements:

• To monitor and report on competitor activities.
• To assist with administrative service tasks.
• To provide feedback on service issues as required.
• To assist with various projects as directed by management.
• To Comply to the Quality Management System.
• Expense control which includes timely completion and submission of field service reports and expense reports
• Understand and recognize the need to escalate incidents when necessary and/or request additional assistance from more tenured representatives.
• To do the stock count and keep the workshop clean.
• To refurbish old instruments to be placed on sites.
• Always maintain confidentiality of company/customer/product information, implement all company policies and be a role model for our 4i’s.
• Use our PPI tools and methods to improve business processes and work with customers on their process improvement as necessary.
• This position is a field-based, full-time permanent role and will involve 30-70% travel within SSA and other regions.

Minimum Experience:

• Relevant Clinical / Electronics Engineering Diploma or Degree is required
• Must be proficient in written and spoken English
• Minimum 3 years previous experience in service engineering in related field.
• 3-5 years’ experience in clinical or biomedical engineering is required, experience with the servicing of molecular instruments is beneficial.

Skills and Attributes:

• Able to operate both independently and within a team context, demonstrating initiative and sound business judgement; and show strong organizational and time management skills.
• Computer Skills (Outlook; Word; Excel)
• Organized with good communication skills.
• Must be in the possession of a valid driver’s license.
• A strong customer service ethic is required in this customer facing role.
• Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner.