Field Services Engineer
DESCRIPTION - (Enter the key activities of the role)
The mission of the Field Service Engineer (FSE) is to ensure service quality and continuous improvement. The FSE will achieve the Service KPIs of preventive and corrective maintenance and will prioritize the new installations according to business objectives and needs while diligently managing Sebia resources.
The FSE will use an innovative approach to the customer service experience in order to deliver upon contractual obligations to meet and exceed customer expectations.
RESPONSIBILITIES
Conduct diagnostic analysis and troubleshooting to identify and resolve performance issues efficiently, ensuring optimal functionality and reliability of systems.
Plan, schedule and perform all service aspects related to new installations, preventative maintenances, corrective maintenances, other service tasks as required.
Manage, document and control Spare Part Stock.
Administer the customer territory in the assigned region (maintaining accurate and up to date asset information, customer details, service documentation, timesheets, service reports, case handling etc.).
Proper and timely use of CRM.
Offer technical escalation support for Sebia staff, guiding them through complex issues and providing expert assistance to ensure swift resolution and enhanced skill development.
Professional level of internal and external collaboration and communication.
Promote service coverage (grow service revenue).
Support the Hotline on an as needed basis.
Responsible for managing company assets and expenses within company guidelines.
Other duties as requested.
Requires extensive travel, up to 70%, on short notice.
EXPERIENCE
Requires a Diploma / Degree in Electrical / Biomedical Technical Engineering or related field and at least 3 years of work experience.
Requires basic knowledge of troubleshooting electronics and electro-mechanical systems.
Requires good written / verbal communication skills.
Requires customer-focus resolving critical, complex instrument problems in high-stress situations.
Requires ability to work collaboratively with colleagues and staff to create a results-driven, team
oriented environment.
Requires effective customer service skills which includes a positive attitude, helpful customer
interaction, and maintenance of ongoing customer relationships.
Requires ability to work collaboratively with colleagues and staff to create a results-driven, team
oriented environment.
Adheres to the highest ethical standards.
Languages required : Bilingual, English and French
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