Field Service Engineer

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