Field Service Engineer, Scotland

Purpose

Impact sales by maintaining a high standard, professional image and by demonstrating the added value of customer support, always acting as an ambassador for the Company.

Impact positively on the overall performance of the Customer Service Department by maintaining a flexible approach to work. Planning and executing work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.

Main product groups that will be supported are MLD, HCS and associated robotics products as required, with the likelihood for training on other product lines in the future. Full product training will be given.

Priorities and Objectives

• Maintains personal service spares issued and inventory records to the highest standard. Ensures all anomalies are quickly and effectively reported and resolved.
• Ensures that all tools and test equipment are adequate to perform service required, and that all test equipment issued is calibrated at the times specified.
• Perform field service as advised by the call dispatch staff/system in conjunction with the Team Leader, carrying our repairs, maintenance and installation of instrumentation and their accessories. Provide onsite user training on defined product groups.
• Makes timely returns of all fully completed service documentation, Service Reports, Time Sheets, Expenses Claims, Motor Vehicle Log Sheets etc.
• Align personal working practices with the department’s performance targets. Actively demonstrate compliance with all team targets.
• May be requested to perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture.
• At the request of the Service Manager, performs service on behalf of company overseas offices, to the standard expected in the UK, at sites of overseas customers
• Ensures that all documentation, circuit diagrams, Service Data Bulletins and manuals are of the correct revision to undertake service on specific instrument types. Maintains ancillary documentation e.g. Safety Manual, Procedures Manual to the highest standard with regular reviewing of manuals provided in accordance with the Quality Management System.

Qualifications

• Degree, HND or equivalent in Electronic Engineering or a Biotechnology discipline.
• Full UK Driving Licence.

Experience

• Experience in a Customer Service Environment.
• Experience servicing and/or using MLD, HCS or similar equipment highly desirable.
• Background in Electronics preferably gained in a high technology service environment, together with an understanding of analytical and clinical instrument applications.

Competencies

• Ability to communicate in a professional manner internally and with customers on all levels, providing service information, technical data and general assistance as necessary.
• Understanding of excellent Customer Service.
• Negotiating and influencing skills.

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