Job expirat
Principal Accountabilities
1. Installation, maintenance and technical consultancy services
· providing first level technical support on site, by phone or via Teleservice to all customers
· performing maintenance, repairs of all levels, modifications and demonstrations in the field (from defect instrument pick up to delivery or repaired one) and in the workshop including final test, calibration
· performing installation / Pre-installation / removal and modifications (e.g. update/upgrade, software updates, retrofit / modifications), focusing on complex situations
· responsible for billing and briefing of provided services to customers
· elaborating and following up proposals for service contracts and products (e.g. spare parts)
· responsible for settlement of workshop
· dispatching calls involving special issues (scientific / technical problems) that cannot be resolved towards the competent functions (scientific / technical support)
· providing technical support and troubleshooting, covering the afterhours of the day, weekends and public holidays for emergency calls diverted to his personal mobile phone line by an external agency, on periodical weekly shifts for a bonus payment
2. Trainings and updates
· participating in local or abroad service trainings and seminars (for better knowledge of instruments and continuous improvement of support level)
3. Warehouse and spare parts
· responsible for placing orders for spare parts in cooperation with Product Technical Manager (TPM)
· proceeding to spare parts stock availability checks, deliveries / shipments
· returning defective spare parts and / or instruments
· responsible for settlement of warehouse
4. Controlling / Reporting, Business Development
· ensuring immediate and appropriate documentation of customer communication in local computer system in order to keep the local customer database up-to-date
· participating in meetings with other teams (Scientific Support, Sales & Marketing ) as well as with the Technical Manager (Area) and the Head of Professional Services & Communications
5. Business Development
· informing Sales, Marketing & Scientific Support Management on looming sale opportunities, exceptional situation, market observation and customer complaints or scientific support issues
· insuring customer satisfaction, long term customer loyalty, turnover securing and expansion
· supporting the marketing, branding awareness of products and services
6. External and Internal collaboration
· representing the company, developing and maintaining enduring, value-driven relationships with the stakeholders of the company (customers, suppliers, other companies)
7. As marginal functions the Field Service Engineer would have to participate in local projects, trainings and events and also to be a real support to customers when going to local congresses and expositions.
All applications will be treated strictly confidential. Only selected candidates will be contacted for an interview.
Professional Skills
· University Diploma, preferably BSc/MSc in electrical, mechanical, electronic, engineering or biomedical engineering
· ideally 1 year experience with analytical systems on site (troubleshooting, installations, de-installations, engineering)
· good planning, administrating and decision making skills, in order to meet goals
· good knowledge of controlling / operating SW and HW
· basic knowledge of chemistry
· fluent in written and spoken technical English
· good PC-skills (MS-Office: Word, Excel, Power Point; MS Outlook)
· driving license
Personality Profile
· honest character, 100% reliable
· service orientation
· team spirit
· excellent planning and setting-up priorities skills
· self motivated
Our client is a is a global operating pharmaceutical company focused on research and development of innovative products.
