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Field Service Engineer

hace 1 mes

Oviedo, Asturias, España Mygwork A tiempo completo

Job Summary:

The Field Service Engineer is a critical role in delivering exceptional service and support to our laboratory customers in Basque Country, Spain.

As a Field Service Engineer, you will be responsible for the installation, preventive maintenance, repair, and qualification of our Phadia instrumentation product portfolio.

You will provide training to end-users on our range of instrumentation and offer remote and on-site support to customers and colleagues.

Your expertise and dedication will contribute to our customers' success and help drive our mission of making the world healthier, cleaner, and safer.

Key Responsibilities:

  • Deliver high-quality and efficient service and support to our laboratory customers.
  • Provide effective support to our users both remotely and face-to-face within agreed timeframes.
  • Diagnose system failures using your knowledge, remote support tools, and log file analysis to determine the most effective resolution.
  • Deliver training courses to end-users on our range of instrumentation at the customer laboratory.
  • Provide support to the technical hotline when not attending customer sites.
  • Plan and implement instrumentation, including installation, scheduled preventive maintenance, qualification, relocations, and hardware/software upgrades.
  • Provide remote and on-site support for customers and colleagues outside of the local region, as required.
  • Liaise with LIMS providers and customer IT personnel to establish connections to Phadia laboratory systems.
  • Maintain customer relationships and collaborate with the relevant sales account manager to ensure customer needs are met.
  • Complete service reports in CRM accurately and return them to the customer in a timely manner.

Requirements:

  • Maintain a high level of product knowledge on instruments and assays to enable customer success and share expertise with internal and external customers.
  • Deliver training on assay methods and applications specialist role when required.
  • Support laboratory sales colleagues in developing business opportunities within their regions.
  • Maintain accurate records of spare parts usage, ensuring cost-effective management.
  • Act as the 'voice of the customer' by providing feedback to global product teams on instrument reliability and quality.