Field Service Engineer

Found in: Talent ZA C2 - 2 weeks ago

Johannesburg, South Africa Abbott Full time

The Opportunity

This position works out of our AbbottMolecular division.AbbottMolecular is a leader in molecular diagnostics and the analysis of DNA, RNA, and proteins at the molecular level.

Reporting to the Technical Service Manager, the Instrument Engineer is responsible to delivertechnical supporton the assigned Molecular Diagnostics instruments and systems to the customer within the assigned region in order to guaranteecustomer satisfactionthrough an outstanding service and efficient mastery of reported incidents and requests of the customer. This role performs advancedtroubleshootingon complexinstrumentationand may be assigned to more difficult customer situations, requiring advanced experience incustomer managementboth within the individual assigned territory and within the region.

In addition, this position provides, besides customer instruction on basic system operation and maintenance procedures, also technical coaching and mentoring of other field engineers.

What You’ll Do:

Onsite support operational Excellence

Perform localtechnical supporton the assigned Molecular instruments and systems as agreed in thecustomer servicelevel agreements: such as installations, deinstallations, relocations, certifications (IQ & OQ), repairs. Handle from a more in-depth knowledge of certain instruments & systems, more complex problems, in an independent way by:scheduling the appointments with the customer,ensuring all necessary goods,spare partsand tools are available,managing and assuring thelogistics, executing the necessary actions,checking performance and reporting & documenting completion and performance of service intervention, in order to deliver a qualitative service in accordance withAbbottspecifications andcustomer ServiceLevel Agreements.

Remote support, diagnostics &troubleshooting

Investigate, diagnose, troubleshoot and support the customer remotely for technical problems reported by the customer onAbbottrelated instruments and systems that are not supported by the help desk or the Field Service Engineer and, In case an immediate solution cannot be offered, goes on site for more in depth problem handling in order to deliver an adequate and qualitative service with minimal inconveniences for the customer.

Field corrective actions &preventive maintenance

Prioritize, plan and execute field corrective actions, upgrades and actions forpreventive maintenanceon allAbbottinstruments and systems according to the regulatory instructions and mandatory procedures within the predefined timeframe to ensurebusiness continuityfor the customer. Successfully completes all formal training onAbbottMolecular products as required by territory assignment. Maintains professionalism at all times through dress, behavior, oral and written communications. 

Technical Mentorship

Support the local Field Service Engineers with technical guidance, advice and knowledge with regard to her/his expertise field in order to maximize knowledge transfer and to contribute to thetechnical developmentof the Field Service engineers.

Technical forum

Attend the required technical forum for the instruments and systems within the field of expertise: share information on practical situations and give feedback on encountered problems within the region with regard to the specified instrument or system. share outcome of technical forums with all relevant colleagues of the region.

Service contractselling

Explain the content of aservice contractto the customer, its terms of condition, the benefits and pricing in order to raise the customers’ awareness on the content of thetechnical supportrelated toAbbottinstrument or system and advantages of aservice contract. Inform local Administration on the status of the contract of the customer in order to guarantee good contract service to the customer.

Pre-installation

Inform and check at the customer site if the requirements for ensuring a successfulinstallationof the requestedAbbottinstrument or system are present, Report and document the results of the visit to the Technical Service Manager, Inform the customer to undertake the necessary actions before initiating theinstallationprocess in order to minimize complications duringinstallation.

Functional administrative reporting

Manage the personal planning and administration, as required by management. Inform the planning and dispatching function of performed assignments (by means of service reports, Engineering Change Notice files, Field Change Notices,technical reports, service bulletins, historical account information, etc…) Put all relevant data in theservice managementsystems in order to guarantee optimaloperational efficiencyand to deliver the necessary information for an adequate capacity planning and dispatching.

Maintenance of car stock

Maintain the personal car stock by completing missing and returning excessivespare partsand tools, according to the recommended guidelines in order to be fully equipped and prepared for the successful execution of the operational tasks.

Opportunity detection/customer focus

Managescustomer satisfactionby instilling confidence inAbbottproducts and services throughquality workmanshipand professionalism: Providing qualitative after sales services, Continuous monitoringthe satisfaction of the customer, Detecting the customers’ expectations and needs, Offer possible solutions to the customer and Communicate possible opportunities to the relevant departments in order to ensure the expectations of the customer with regard to delivered service are fulfilled and to expand business forTechnical Support.

Problem escalation

Escalate problems per procedure to theTechnical SupportTeam Leader in case an immediate solution cannot be offered to the customer.

Quality compliance

Comply with all quality,ISO,GMPandsafety regulationsas required by the organization and with the Service levels as agreed with the customer in order to always deliver an outstanding quality.

Required Qualifications

University degree or National Diploma, ideally in one of the following fields:Electrical Engineering,Mechatronics, Medical Technology, Biomedical Or related. (THIS MUST BE COMPLETED). VALID DRIVERS LICENCE is essential. Minimum two yearsfield experience.

Preferred Qualifications

Must live in Polokwane or surrounding areas and can travel. A background in IT is advantageous.

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