Key Technical Expert
We are seeking an experienced and skilled professional to join our team as a Senior Field Service Engineer. As a key technical expert, you will be responsible for ensuring the uptime of instrument installations within your assigned geographic area. This role requires excellent problem-solving skills, strong communication abilities, and a proactive approach to resolving technical issues.
As an expert in your field, you will:
1. Ensure uptime of the instrument installed base in your assigned area.
2. Build professional relationships with end-users and laboratory stakeholders.
3. Perform troubleshooting both in person and remotely.
4. Execute reactive and proactive service activities at customer sites and remotely.
In addition to these responsibilities, you will also be required to:
1. Act as an expert and second-level support in the field for your business line.
2. Support the development of colleagues through on-the-job training.
3. Serve as the preferred point of contact for 3rd level support from the EMEA support team.
4. Perform pre-installation visits and planning meetings with customers.
5. Carry out pre-installation at the workshop and installations at customer sites.
6. Provide basic technical and maintenance training to end-users.
7. Carry out repair actions and maintenance visits according to procedures.
8. Plan proactive activities and regular visits to key customers.
9. Report on field activities and instrument status.
10. Keep lab directors informed about service deliverables and instrument status.
11. Organize regular meetings with key end-users to highlight the value of the service.
12. Ensure all customer-related records are up-to-date.
13. Accurately record service activities in the CRM.
14. Ensure customer satisfaction throughout all post-sales phases.
15. Collaborate with commercial teams on new tenders and business opportunities to design tailored solutions for customer needs.
To succeed in this role, you will require:
1. A university degree or equivalent in engineering.
2. Advanced certification in electronics and/or equivalent industry experience.
3. Technical knowledge of electronic equipment (preferably IVD).
4. Proficiency with PC tools and software applications.
5. Languages: fluent in English and Italian.
Ideal candidates will have over 10 years of experience as a Field Service Engineer in the medical device industry. They should be self-motivated, able to work under stress, and possess effective communication skills with end-users. Experience with hematology, urinalysis, and hemostasis instruments is a plus.
What We Offer
Our company prioritizes the health and well-being of our employees. We offer:
1. Mobile working options.
2. Flexible working hours and work-life balance.
3. Meal vouchers.
4. Canteen facilities.
5. Access to our training platform for continuous growth.