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Service Support Engineer
hace 3 meses
Overview
Location: Barcelona, Spain
Position Summary
The Technical Service Specialist is responsible for overseeing the service operations of designated instrument platforms, ensuring optimal functionality and performance. This role is crucial in providing technical expertise to both customers and field staff, facilitating high-quality service delivery.
Key Responsibilities
- Resolve advanced technical challenges.
- Oversee the performance metrics and continuous enhancement of service for assigned instruments, focusing on First Time Fix rates, response times, and cost efficiency.
- Ensure Field Service Engineers (FSE) are adequately trained on specific platforms.
- Deliver remote, telephonic, or on-site assistance to FSEs.
- Guarantee that all necessary technical documentation is accessible and up-to-date for FSEs.
- Maintain ongoing communication with manufacturers.
- Identify and advocate for improvements with manufacturers.
- Conduct training sessions.
- Refurbish instruments and test modules in the workshop environment.
- Review service performance metrics with the Business Unit.
- Generate comprehensive reports detailing the quantitative and qualitative aspects of service operations.
- Supervise the operations of assigned units.
- Establish appropriate inventory levels to ensure timely repairs.
- Define vehicle stock requirements.
- Develop and document maintenance procedures.
- Communicate with manufacturers regarding mechanical and spare parts issues.
- Provide application support as needed.
Networking and Key Relationships
- Collaborate with various service roles, including Service Area Manager and HelpLine.
- Engage with Clinical Application support roles.
- Work closely with Business Unit managers and product managers.
Required Knowledge and Experience
- Experience in technical service support.
- Educational background in technical fields such as Industrial, Electronic, Informatics, or Telecommunications Engineering.
- Proficiency in both Spanish and English for technical and corporate communication.
Skills and Competencies
- Exceptional verbal, written, and presentation abilities.
- Proficient in information systems.
- Ability to influence and impact others.
- Strong analytical and technical capabilities.
- Team-building skills.
- Excellent motivational and interpersonal skills.
- Creative problem-solving abilities.
- Data interpretation skills.
Travel Requirements
Willingness to travel approximately 20% of the time.
