FIELD SERVICE ENGINEER / FIELD APPLICATION SCIENTIST

Shelley Catz Recruiters; Johannesburg; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading company is seeking a Field Service Engineer in Johannesburg to provide technical support and customer training. The role involves maintaining customer relationships, ensuring satisfaction, and performing instrument repairs and installations. Candidates should have a relevant degree and at least 3 years of experience in a similar role, with strong problem-solving and communication skills.

Qualifications

• Degree or Diploma requirement: BTech (Engineering) / BSc or equivalent.
• 3+ years working experience required.
• Technical competency in servicing new instruments.

Responsibilities

• Conduct instrument pre- and post-sales technical support activities.
• Repair and service instruments as per schedules.
• Provide application knowledge and support to customers.

Skills

Technical Support

Customer Relationship Management

Problem Solving

Communication

Education

BTech (Engineering) / BSc or equivalent

Job description

Degree or Diploma requirement : BTech (Engineering) / BSc or equivalent

Working experience : 3+ years

OVERVIEW

The Field Service Engineer (FSE) is responsible for carrying out instrument pre- and post-sales technical support activities including but not limited to checking incoming instruments, installation, de-installation, emergency on-site repair, preventative and routine maintenance, sales support, and modification implementation on all instrumentation. In addition, the Field Application Scientist (FAS) component of this role is to provide application knowledge and support to customers, develop productive customer relationships, and transfer product knowledge both internally to colleagues and to customers and assist in designing appropriate customer solutions together with your team.

This role must ensure that all regulatory policies and goals are met.

Their focus must be to maintain customer relations, ensure customer satisfaction with service, support internal sales, technical and logistics teams, as well as complete all administrative duties as required.

FIELD SERVICE WORK

Repair broken or faulty instruments

Service instruments as per service schedules

Check new instrumentation upon delivery and arrival at the office

Pack equipment safely and securely prior to shipping

Install and optimise hardware / software / network products and configurations at customer sites (when relevant official training has occurred).

Diagnose and resolve instrument performance problems.

Ensures customer satisfaction by advising customers on preventive maintenance and configurations, that will benefit the performance of the instrument

Proactively responds to potential equipment issues to prevent unplanned interruption of customers'' business.

Deliver fully integrated solutions, which may include peripherals, communications, operating systems and applications software.

Provide feedback to the product managers and application scientists or suppliers concerning performance anomalies encountered. Utilizes the complaint handling system as required.

Maintain technical competency level servicing new instrument and problems by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors

CUSTOMER TRAINING AND SUPPORT

React to customer, product manager or application specialist / scientist calls

Maintain our customer service reputation by complying with all corporate policies and procedures.

Broken instruments or break downs via phone call and whatsapp : Respond within 2 hours.

Emails : Respond within 24 hours to customers issues and schedule appropriate measures to assist customer.

Onsite : 24 hours for emergency break downs.

Other circumstances : If traveling out of SA or outside of Gauteng, relevant response time will be noted in line with travel arrangements.

Contact customers in a timely manner and schedule service efficiently.

Communicate with manager and sales team to ensure customer needs and expectations are clearly understood and met.

Prepare training material for installation of new products and equipment at customers

Supporting Applications scientists / specialists with customer training on the technical aspects of instruments and supporting business areas with relevant instrument knowledge and specifications as well as providing cross-team technical assistance and support.

FIELD SERVICE ADMINISTRATION

Document expenses in a timely manner as required, the 15th of each month

Complete call reports after each call and record call on CRM

Maintain stock levels for all spare parts

Completing and filing of service-related documents within 5 workings day of performing duties

Keep Pathology / Molecular installation base up to date, within 5 working days of any changes, and notify relevant persons of updated supplier databases.

Ensure that current service manuals (Quoting and Installed) are available to the rest of the team.

Supplier Training on all products is up to date with suppliers.

Adherence to client service level agreements and their deliverables.

Capturing Service Reports on the Service Report template and submit within 5 working days

Follow policies that pertain to the handling of spare parts : ordering, usage, returns, physical count, stock management, etc

SUPPORT OF THE SERVICE DEPARTMENT

Regularly check and maintain external storage facility and ensure that there are no redundancies.

Following up repairs and installs to the end including communication with sales and product managers as well as following up with customers.

Develop and institute appropriate processes that streamline and improve the performance of your division.

FIELD APPLICATIONS SCIENTIST SUPPORT

Provide application knowledge and support to customers

Provide technical support and consulting with new and existing customers

Responsible for supporting sales team.

Develop productive customer relationships, and transfer product knowledge both internally to colleagues and to customers

Assist in designing appropriate customer solutions together with your team.

Execute Field Application Scientist related initiatives (presentations, training sessions, technical support)

TEAMWORK AND SELF-MANAGEMENT

Work together with each member of the team to ensure that all tasks are always handled professionally within the specified company objective criteria

Be proactive and plan daily to ensure all work is done and completed correctly

Developing and instituting appropriate processes that streamline and improve the performance of your division and the company

Supporting the business with any product or customer knowledge and assistance.

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Field Service Engineer • Johannesburg, South Africa