National Field Specialist Diagnostics at Hologic, Inc.

Primary Function

This is a flexible role with an approximately 60% National Field Specialist element performing direct service activities on Hologic products in the field and a 40% supporting the Field Service team in country providing advice over the phone and directly on site to colleagues as required to provide exceptional field service and customer experience to Hologic’s customers.The role is situational and reactive so may be 100% service as the daily needs of our customers change or >40% as a Field Specialist on other occasions. Travel within country and region is required.

Responsibilities

• The Field Service Engineer duties listed below require travel within the designated region and other region:
• Install instruments at customer sites
• Provide instrument and sample preparation training to customers.
• Provide emergency service and repairs and on request also Preventative Maintenance as requested by customers.
• Planning of laboratory design for new instrument installations.
• Liaising with customer IT departments and assisting with information systems installations and troubleshooting.
• Maintenance and accuracy of assigned inventory.
• Supporting marketing activities such as exhibitions.
• Assisting sales and application support with customer inquiries and business tender responses
• Assisting the Technical Field Support group with writing and testing service bulletins and service notes.
• Work closely with the Technical Field Support group with new product introductions.
• Provide higher level of technical phone and Field support to Field Service Engineers.
• Routinely complete administrative paperwork, such as but not limited to: Time Reports, Expense Reports, Equipment Site Assessments, Inventory Reports, Internal Laboratory Reports, Equipment Checklists, RGA Forms and Field Service Reports.
• Assist the Field Service Manager as needed with call escalation, technical support and customer performance reviews.
• Conduct on-the-job trainings to FSEs on all aspects of field operation; including instrument repairs, customer satisfaction, advanced troubleshooting, and installations.