Field Service/Support Engineer

JOB SUMMARY

The OpportunityRoche Diagnostics in Nigeria is seeking a Field Service/Support Engineer to provide the diagnostic instrumentation post-sales installation and technical support in accordance with the manufacturers specifications and Roche Diagnostics standards.Who You Are as an Ideal CandidateBSc/BTech in Electrical/Electronic Engineering/ Mechanical Engineering/Biomedical Engineering or equivalent3 - 5 years technical support services experience in the medical diagnostic industry experience is preferredYou must have knowledge of:Customer serviceTechnical supportMedical instrumentation installation and maintenanceProject CoordinationCoaching and MentoringIn the absence of relevant qualifications, experience in the relevant field and at the relevant level will be consideredDesired skills & abilitiesCustomer services and careTeamwork and collaborationAccountabilityAccuracy and attention to detailCommunication (verbal and written)Decision makingPlanning, organising and prioritisingProblem solvingSelf-management and maturityPhysical requirementsAbility to travel nationally and internationallyAbility to work overtime and shifts

RESPONSIBILITIES

Technical SupportTo resolve/take accountability for cases being resolved by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating resolution of cases within SLA/deadline in conjunction with external business partners.To provide technical support on site by coordinating appointments to resolve cases with key contact at customer, organizing required parts and equipment and providing support within deadline / SLA in conjunction with external business partners.To coordinate resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectationsTo follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is recurring and resolve within deadlineTo proactively provide technical support to customers by receiving ad hoc customer support requests while on site, after hours etc., by receiving request for support from customer, logging case on system, providing technical support and closing case or distributing case correctly immediatelyTo provide expert technical support by receiving escalated cases, evaluating and resolving or escalating according to escalation policy and providing feedback to customer until resolvedProject ManagementTo resolve/take accountability for cases being resolved by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating resolution of cases within SLA/deadline in conjunction with external business partners.To provide technical support on site by coordinating appointments to resolve cases with key contact at customer, organizing required parts and equipment and providing support within deadline / SLA in conjunction with external business partners.To coordinate resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectationsTo follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is recurring and resolve within deadlineTo proactively provide technical support to customers by receiving ad hoc customer support requests while on site, after hours etc., by receiving request for support from customer, logging case on system, providing technical support and closing case or distributing case correctly immediatelyTo provide expert technical support by receiving escalated cases, evaluating and resolving or escalating according to escalation policy and providing feedback to customer until resolvedModificationsTo conduct modifications by receiving notification of modification/enhancements, upskilling on technical requirements, contacting customers to schedule modification and conducting as per specifications and standards and within deadline.Installation and DeinstallationTo initiate project installation / de-installation by being appointed as project installation lead, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and requirements and developing installation plan within deadlineTo conduct installation /de-installation by preparing all equipment and parts and installing system according to specifications, installation manuals and standards within deadline and as per planCustomer Services and SupportTo maintain a customer centric approach with all customer engagements by aligning with the Roche values, maintaining professionalism, providing quality technical support and advice and delivering according to their expectations and SLA at all timesTo proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all timesAdministrationTo provide customers with all case relevant documentation by completing case reporting, collating documentation and issuing (email/print and issue) to the customer within deadlineTo manage customer support stock levels (boot-stock) by reconciling stock, recording stock utilisation, ordering additional stock, complying with the used and unused returnsauthorisation and the stock control processes at all timesTo address stock discrepancies by identifying inconsistencies, refer to relevant department for resolution and follow-up until resolved monthlyTo receive and quality check instruments and reagents on arrival by verifying against packaging / order list, coordinate distribution to sites, inspect on arrival at site and address and resolve issues as required and as definedTo complete expense reporting by complying with the policy and system requirements monthly and as requiredTo maintain an up to date and accurate planning board and team planner by capturing daily and long term planned activities according to standards and by daily deadlineTo maintain technical compliance standards by completing e-learning modules or training and achieving required compliance standards as required and within deadlineTo maintain tools of trade by verifying and maintaining calibration and storing and maintaining according to specifications and standards at all timesMentoring and CoachingTo mentor engineers and customers that require additional assistance by demonstrating technical skill, answering questions, providing guidance on processes, training and supporting as requiredTo coach engineers and customers by investigating issues, understanding influences and supporting engineer or customer to resolve the issueTo train customers by developing training materials, conducting training and assessing understanding as requiredSafety, Health and EnvironmentComply with SHE rules, standards, regulations set out by Group SHE as well as local affiliates.Participate and complete all assigned SHE training.

REQUIRED SKILLS

Interpersonal communication, Customer service, Office administration, management, Collaboration, Teamwork

REQUIRED EDUCATION

Bachelor's degree