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Field Service Engineer
Role Overview
As a Field Service Engineer your main responsibility is to repair customer instruments ensuring that the customer receives the best support according to their needs. This role is field based and will cover mainly London and surrounding counties and also support in other regions in the UK, when required.
The service team is responsible for all activities supporting the installation, modification, and repair of customer instruments, both on customer site and sent to our service centre.
Company Information
Our client is a global leader in life science research and clinical diagnostics, offering a wide range of products and solutions to researchers, healthcare professionals, and clinical laboratories worldwide. This company is known for its commitment to innovation, quality, and customer satisfaction. The company’s diverse portfolio includes instruments, reagents, software, and services for applications such as PCR, DNA sequencing, protein analysis, infectious disease testing, and blood typing.
Role Requirements
Responsible for executing all service activities on technical equipment, including but not exclusive to installation, maintenance, diagnosis, emergency repairs as planned by the local operation. This includes both field and workshop activities as necessary.
Maximise equipment performance in line with guidelines and specialist direction. Key to this is customer uptime and satisfaction, that the service visit meets their needs and SLA’s/KPI’s.
Develop experience and ability through training and development on company products, leading to the potential to serve as a technical reference for more junior levels. Attend technical training courses in UK and internationally as requested to ensure continuous product development/coverage.
Gain customer feedback by ensuring that at each call, a customer feedback form is explained to the customer and left with them for completion.
Manage all administration tasks within a given time frame including call feedback, expense claims and technical updates and daily administration necessary to complete the role.
Liaise and work with local sales teams to meet market and business requirements.
Comply with the service training and manuals provided working at all times within the local health and safety guidelines
Represent service as required at internal or external meetings, with the potential to be active in giving presentations.
To be fully responsible for maintaining accurate records of personal parts inventory, ensuring the quality of all parts remain in the condition and packaging with parts numbers as received. Accurate and complete management of car stock and all spare
Person Specifications
· Electronic Engineering Diploma or equivalent engineering and quickly take on new technologies.
· Experience in a customer facing environment, Technical Experience in Diagnostic market will be an advantage.
· Good time management skills and the ability to work under pressure.
· Up-to-date computer knowledge in both software and hardware including but not exclusive to PC based systems and Microsoft Office.
· Working knowledge of English both verbal and written, critical is the ability to read and understand the English used for Training, Technical updates and also Service and Instrument Manuals.
Package
Competitive base salary
Bonus (7%)
Company car
Private medical & dental
Pension – 8% matched
Gym membership
25 days annual leave plus bank holidays
Locations
We aim to operate and maintain the following set of core values
