Field Services Engineer

Dahlia Recruitment - Life Sciences; Ireland; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

Dahlia Recruitment - Life Sciences is partnering with Nanosonics EMEA to recruit a Field Service Engineer for Ireland, with remote work and travel across the region. The role supports endoscopy devices, requires a full driving license, and a willingness to travel; preference for Dublin or the West Coast.

The successful candidate will manage technical service activities, complain handling, and device repairs, while coordinating with the EMEA service team and ensuring regulatory compliance.

Qualifications

• Experience in Endoscopy is highly desirable.
• Experience with document management systems (e.g. D365 or similar) is highly desirable.
• Previous experience in a similar Service environment (5+ years)
• Strong project management and organisational skills – multi-tasking with deadlines
• Experience in recording and documenting service in line with ISO13485 requirements

Responsibilities

• Delivery of all technical service support in a customer-focused, efficient and profitable manner to increase customer satisfaction.
• Ensure all technical service activities support growth objectives of the organisation.
• Meet KPIs set by the EMEA Service Manager to improve service effectiveness.
• Manage end-to-end complaint handling documentation, service records, and reports.
• Analyse causes of complaints upon receipt of returned devices.
• Oversee repair & test of returned medical devices distribution network.
• Responsible for return, recertify, & reissue medical devices for evaluation, maintaining logistics control & tracking.
• Provide level II/III troubleshooting & customer support as needed.
• Update Device History Records in document control system when required.
• Maintain inventory status of devices & spare parts in MRP/ERP systems.
• Resolve customer technical complaints and respond to complex inquiries.
• Support data/IT elements of devices ensuring successful rollouts and installations
• General admin support to ensure smooth operations including diary and scheduling

Skills

Endoscopy experience

MS Office

Troubleshooting

Driver's license

Education

Degree-level education

Tools

D365

Job description

Field Service Engineer - Ireland / Remote with travel - Competitive Salary + car or allowance + benefits

Dahlia Recruitment - Life Sciences are working in partnership with Nanosonics EMEA to recruit for an experienced Field Service Engineer as the enter an exciting and challenging growth period. Having established the EMEA structure to coordinate activity across Ireland, the UK, France, DACH, the Nordics and the Rest of EMEA (inc. UAE and wider Middle East) they are now further growing the team. This role can be based anywhere in Ireland with a strong preference for Dublin or the West coast. You must have a full clean driving license and be willing to travel.

Due to continuing growth and increasing demands within the UK market we looking to recruit a field service engineer with experience in Endoscopy to join the highly successful service team.

SPECIFIC RESPONSIBILITIES & ACCOUNTABILITIES:

• Delivery of all technical service support in a customer-focused, efficient and profitable manner to increase customer satisfaction, loyalty, retention and to exceed their expectations.
• Ensure all Technical Service Support activities support and strengthen the strategic and commercial growth objectives of the organisation.
• Meet the key performance indicators as set by the EMEA Service Manager to determine and improve the effectiveness of all technical service support activities.
• Manage the end-to-end complaint handling documentation, service records, & reports.
• Analyse causes of complaints upon receipt of returned devices.
• Oversee the repair & test returned medical devices distribution network.
• Responsible for the return, recertify, & reissue medical devices for evaluation, maintaining logistic control & tracking.
• Provide level II/III troubleshooting & customer support as needed.
• Update Device History Records in document control system when required.
• Maintain inventory status of devices & spare service parts in MRP / ERP systems.
• Resolve customer (direct & indirect) technical complaints and respond to complex customer technical inquiries
• Service as a profitable part of our three commercial pillars (Capital, Consumable, Service)
• Prepare and oversee the preparation of reports and or statistics related to the technical service support function for the Corporate and Local SLT as required
• Develop technical service support representatives
• Manage and appraise the performance of associated technical service support personnel in line with commercial/sales leads in EMEA market as required
• Foster an environment of teamwork, continuous improvement, and ensure a responsibility to provide world class external and internal customer service.
• Ensure a high level of productivity, training, development, motivation, and commitment within the team.
• Deploy customer technical support service activities into Customer Support Database and document customer complaints for EMEA service team
• Facilitate service provisions for timely dispatch of repaired devices, faulty devices and loaner devices.
• Assist in Customer Relationship Management by providing timely and accurate customer technical support and service information.
• Link with Distributor and Direct network for service training and activation
• Provide back-up support for service support activities in field where necessary
• Support the data/IT elements of devices insuring successful roll out and installations
• General administrative support as required to ensure smooth operations including responsibility for own diary and customer call slots.
• Any other duties as deemed necessary to support the EMEA Service Manager and wider team as needed.

SKILLS, KNOWLEDGE AND EXPERIENCE:

• Experience of working in Endoscopy is highly desirable
• Experience with document management systems (e.g. D365 or similar) is highly desirable
• Previous experience in a similar Service environment (desired experience 5+ years)
• Strong project management and organisational skills – multi-tasking with fluid and challenging deadlines will be part of the day-to-day growth of the business.
• Experience in recording and documenting service (inc. complaint-handling process) in line with regulatory requirements (ISO13485).
• Technical ability and understanding of electromechanical devices to allow over the phone troubleshooting.
• Technical Service management and complaints-handling experience.
• High level of computer skills, particularly in MS Office suite, and a good ability to learn new systems.
• Strong commercial awareness in order to identify new business opportunities

PERSONAL ATTRIBUTES:

• Ability to build rapport with a broad range of people.
• Excellent communications skills with a focus on customer-centric delivery (for both internal and external “customers” to the business).
• Collaborative and supportive approach with excellent interpersonal skills.
• Highly motivated and energetic problem-solver. As a fast-growing organisation having a flexible and agile approach, and a “can do” attitude is a must.
• Openness and adaptation to change.
• Desire to learn and develop.
• Strong commitment to quality.
• Willingness to take ownership and control of this role to drive positive outcomes.
• Attention to detail and the capability to analyse data and make sound conclusions

QUALIFICATIONS

• Educated to degree-level standard is preferred with strong written and verbal skills
• Automated endoscope reprocessors – quarterly testing (WTM2) & Automated endoscope reprocessors – annual testing (WTM3) or Automated endoscope reprocessors – periodic testing (WTM5) validation qualification is highly desirable
• Highly competent/experienced user of MS Office packages.

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