Field Service Technician at Ascendis Health

Job Purpose

• To ensure quality technical service provided to all Customers, in the quickest possible turnaround time. To support the Technical Service Manager and team with customer on site and in-house repairs, install, maintenance and operator training.

Required Learning

• Relevant technical/Clinical Degree/Diploma
• Proven troubleshooting logic and ability
• Good computer skills specifically MS Office essential
• Experience with Sales Force or similar CRM software
• 2 years minimum related experience as field service technician in the clinical diagnostics field with experience in chemistry, haematology and histology preferable

Key Job Outputs

• Service support – ensure quality service levels for technical and application support;
• Stock - Ensure correct levels of spares and literature are available to support products.
• Sales – provide sales leads to relative sales person
• Turnaround time – respond within company guidelined response times per customer on all incoming calls; adhere to 24- hour maximum repair time with exception where spares are required.
• Customer service – keep Customer informed at all times regarding the progress of repairs and service; preventative maintenance services to be scheduled for contract customers; adhere to 2 day maximum for in-house repairs provided spare availability; record keeping procedure to be followed
• Customer Base and Visits – plan visits or use available time when doing routine services within an area
• Admin – ensure all admin procedures are followed and deadlines are met; maintain call-centre list; follow-up and ensure relevant spares are ordered and received; complete job cards; maintain all CRM entries up to date
• Sales, Service relations – relationship between sales representatives and service department must be kept at highest level
• Team coordination – compile and maintain your call roster within the service team, preventative maintenance schedule and overtime report
• Training – scheduled training to be done for service technicians and customers; attend and present supplier training, assist in coordination of training schedule. Attend all registered factory led training and technical courses
• Working overtime as well as weekends – on occasion you will be required to work overtime as well as over weekends, as and when the company requires according to operational requirements.
• Standby and callouts – you will be required to work standby and attend after hour callouts on a rotational basis with the other members of the technical team.

Core Competencies

• Innovation: The capacity to search for and initiate novel and inventive ideas, methods and approaches;
• Planning & Organising: Capacity to break down task into subtasks or sub-goals, to anticipate obstacles and evaluate alternatives, recognise gaps to be addressed;
• Networking / liaison: capacity to develop a wide network of business contacts and use influential people as agents to accomplish one’s own objectives;
• Integrity: ability to reflect acceptable levels of moral values and business ethics;
• Customer service orientation: willingness to anticipate, recognise and meet the needs of internal and external customers;
• Drive: a Self-starter and originator, maintains high levels of activity and produces a high level, high quality output;
• Attention to detail: with a specific focus on numeracy and figure accuracy
• Modelling: capacity to actively influence the commitment and loyalty of team members through personal action and endeavour
• Punctuality: be diligent in keeping appointments and meeting deadlines

Job Requirements

• Relevant qalifications and experience
• Valid Code 8 South Africa Driver’s Licence
• Valid passport
• Own reliable transport which can be used on the job on a daily basis
• To travel regularly to go and see various clients, including travel within South Africa, and possiblely also international locations
• Over-night stays may be required
• Prior Sales Force or similar CRM software experience advantageous