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Job Description
Overview
The Service Engineer will perform a wide variety of duties related to the installation, troubleshooting, repair and maintenance of laboratory equipment with minimal supervision
Roles and Responsibilities
- Provide excellent and efficient customer service to clients, along with technical training on products.
- Provides customer support; training, diagnoses and troubleshoots customer problems, assists with parts management issues.
- Travel throughout the regional territory, experiencing all the various places our instrumentation is utilised.
- Repairs, installs, and uses all currently supported instrument models and accessories; gains limited knowledge of applications software; calibrates instruments for optimal performance.
- Prepares a variety of reports, logs and documentation of service and repair activities (work in progress, completed work, and other necessary tracking paperwork); submits required paperwork on a timely basis to department management.
- Maintains up-to-date manuals, service notes, drawings, and other materials needed for effectiveness.
- Establishes and maintains prompt professional communications with customers and internal resources.
- Provides information to customers regarding service products and offerings; effectively sells service products and contracts.
- Help with the development of preventative maintenance procedures for products.
- Maintaining customer relationship and liaising as appropriate with the relevant sales account manager for the customer, ensuring key focus on the customer and their needs are met
- Ability to communicate in a professional manner with customers on all levels, providing service information, technical data and general help as necessary
Job Requirements
- Knowledge normally acquired through completion of a bachelor’s degree in engineering, instrumentation or other closely related field or equivalent combination of education and experience.
- Prior field service experience is highly desirable in the field of Analytical instruments such as HPLC,LCMS,GC and GCMS.
- 8+ years’ experience in the service, repair and installation of company produced and supported instruments and accessories.
- Ability to travel and provide service in assigned geography, as well as periodic travel to other regions or for training
- Ability to understand, interpret and communicate complex technical issues
