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Role Summary: Reporting to the Field Services Manager, the Field Service Engineer is responsible for
Providing a complete After Sales Support Service to the installed customer base. Maximize customer satisfaction through smooth installation and minimum instrument downtime. To promote and develop Service business through delivering high standards and actively seeking opportunities to provide additional services and products.
Plan and coordinates activities concerned with installing equipment, investigating and resolving customer reports of technical problems with equipment, and eliminating future operational or service difficulties by performing the following duties
Provide advice on the use and care of instruments to customers, maintaining a high level of technical and customer management skill.
Maintain on-going communication with other Company staff and ensure adequate liaison with and support for, the Sales team.
Plan & organize preventive maintenance visits
Promptly complete and return relevant paperwork (and electronic evidence) associated with service visits and installations.
Attend, and assist in the organisation of training courses, meetings and seminars.
Provide assistance and advice to Field Service and Regional Service Manager on matters relevant to the Company’s area of business.
Maintain a positive and collaborative working relationship with other field service staff and the Sales force to ensure the customer needs are understood and met.
Maintain stocks of useable spares, regularly reviewing the stock to optimise stock holding in keeping with instruments serviced.
Ensure that tools and test equipment supplied by the Company are maintained in good and fully functional condition.
Maintain an up-to-date awareness of changes to instruments and the wider aspects of technology. •
Complete allocated jobs in the shortest practical time. Where work cannot be completed retain ownership to see through to completion.
Seek opportunities to expand the after-sales support business.
Active selling of Service Agreements and products, seeking opportunities for future business opportunities.
Comply with Environment, Health and Safety (EHS) Policy, laws, rules and procedures and completes all EHS training within agreed deadlines.
Appropriate engineering or scientific education.
Extensive experience in laboratory environment.
Computer skills to include hardware & software (incl. MS Office packages).
Excellent communication skills for customer service and the expansion of Service products including support agreements
Effective organizational and administrative skills
Current Driving licence.
Ability to deal professionally with people at all levels or the organization.
Willingness to travel 30%
Comfortable in clean room environment
Knowledge of Life sciences or service business and customer base.
Knowledge of GEHC product range
Basic computer networking skills.
Experience of Service Support role in similar industry.
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