Field Service Engineer
Maroc, Morocco
Job Description
Field Service Engineer (Morocco based) How you will make an impact: The Field Service Engineer (FSE) performs customer instrument installs, repairs and preventative maintenance on a variety of instruments in assigned territory. The FSE positively interacts with customers to solve technical problems and identify areas to improve their work. The FSE also looks for opportunities to increase revenue by providing more services to the customer. The FSE will also support distributor FSEs and ensure that their knowledge levels meet the demands of the end customer. What will you do?
- Provide onsite installation of instruments, upgrades, updates, repairs, and planned maintenance service to our direct customers and support Africa distributor engineers.
- Display professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions
- Achieve specified revenue targets while satisfying customer with instrument repair, installs and PM’s
- Achieve customer satisfaction (CAS) targets as specified annually
- Collaborate with internal partners to resolve customer issues and improve processes
- Follow all reporting responsibilities of Remote Service Dispatch (RSD), Escalation, Field Problem Report (FPR) and Field Service Report (FSR) submissions
- Be familiar with and follow policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
- Execute Qualification & Validation Products at customer sites
- Maintain their technical competency level servicing new instrument and problems by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors
- Manage travel expenses and follows Thermo Fisher Scientific travel policies and guidelines
- May be required to perform other related duties as required and/or assigned
- 75%-100% travel throughout Africa/Middle East, some international travel expected
- 5 Years’ Experience in a related science, biomedical engineering and/or customer-facing role
- Significant experience with installation and repair of Next Generation Sequencing platform (NGS) and qPCR
- Experience in a clinical, diagnostic and/or other regulated environment (SANAS) is desirable
- French and English speaking
- Experience in related product applications and instruments a plus
- Uses effective questioning to identify customer needs
- Exercises judgment setting work priorities and identifies next steps
- Requires minimal oversight
- Participates as a positive influence to the team
- Quickly adapts to change with positive and constructive feedback
- Aptitude for learning and understanding IT systems and processes a plus
- Team Player
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Job Detail
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Job IdJD1405470
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMaroc, Morocco
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EducationNot mentioned