Field Services Engineer (Medical Devices)

Field Services Engineer (Medical Devices) Job Title: Field Service Engineer Company: Global Medical Devices MNC Type: Full time I am looking for a Field Service Engineer (FSE) for one of my Global Medical Devices MNC client. The primary responsibility of this role is to provide the highest quality service and support to customers at the customer facility and by telephone. This is executed through overseeing, coaching and monitoring of distributor support teams and by direct service intervention as necessary. Field Service Engineer will be responsible for providing a high level of engineering services, troubleshooting and technical support on instrumentation, for internal and external customers, and managing distributor technical support. Responsibilities: Responsible for managing & ensuring quality of service to end customers through distributor technical service teams and directly by self. Providing escalation support (L1.5 support) to distributor team Responsible for installing, troubleshooting, upgrading and maintaining products/equipment. Compliance - Adhere to procedures and protocols outlined by the organization Provide Customer Service – respond to customer inquiries and complaints, participate in customer site evaluations, upgrade hardware, software or assay, perform training, execute product installations, conduct preventive maintenance, and provide ongoing service and support for all equipment at the customer facility and via telephone. Monitor performance of instruments under scope of responsibility, and compile performance reports and failure trending reports. Provide training and qualification to internal and external FSE Escalation of Customer Needs - Escalation of potential instrument and component quality issues. Maintain correct inventory level required to maintain and repair instrumentation and replace parts. Ensure instrumentation is in compliance with regulatory requirements and quality control standards Conduct advanced troubleshooting to repair, test and qualify instruments Provide support to customers as per Service Level Agreements (e.g. 24/7 support at 24 hours notifications) Field Service Engineer will schedule and manage preventive maintenance, upgrades, pre-site evaluations and unscheduled visits to instrument sites Identify and make recommendations, where appropriate, for improvements to products, functions, and processes Requirements: At least 6 years of experience in service/technical support environment Ability to communicate in English both verbally and written (preferred) Solid computer skills, excellent command in Microsoft Windows O/s and the Microsoft Office Suite (Word, Excel, PPT) Understanding of proper use and operation of electronic testing equipment Ability to interface with internal and/or external customers Experience in servicing complex equipment in Blood screening sector or IVD industry Seniority level: Mid-Senior level Employment type: Full-time Job function: Engineering and Customer Service Industries: Medical Equipment Manufacturing #J-18808-Ljbffr