Field Service Engineer
Firenze, IT
Primary purpose and overall objective of the job
The Field Service Engineer provides field technical support & services, including installation, preventive and curative maintenances, field actions at all stages of instruments life cycle management to secure and optimize lab product within IVD North Italy Market.
Main accountabilities
· Perform procedure associated with installing repairing and maintaining on an assigned instrument base, consistent follow up and customer satisfaction
· Detect opportunities for service contracts to private labs, hospitals or industry with commercial team
· Answer internal & external customer inquiries and ensure compliance with regulatory through timely and accurate documentation in ERP system
· Manage spare parts inventory according quality guidelines
· Ability to handle autonomously complex maintenance
· Referent and advisor in key strategic ranges at all stage of commercial steps
· Support/ act as specialists in partnership with support teams (maintenance, L2 support, …)
· Ability to handle field actions in other subsidiaries/Clusters/Distributors
· Coach peers/new comers on new system
Studies-Experience: Bachelor/ Master’s degree in engineering (electronics, computer sciences, biotechnology), 3/5 years’ experience in the same role is required
Skills and Qualifications:
· Customer and solution oriented
· Organized, rigorous and autonomous
· Customer Service acumen, analytical & synthesis mindset, availability and agility
· Professional background as a technician, life science or industry
· Ability to handle CRM (reporting and dashboard)
· English language proficiency (B2/C1 level)
Location
Role-based in Milan with availability to travel throughout North Italy
Availability to travel 90% of the time; field-based job