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Senior Field Service Engineer

2 mesi fa

Milano, Lombardia, Italia Sysmex Europe Gmbh A tempo pieno

Job Summary

We are seeking a highly skilled and experienced Senior Field Service Engineer to join our team at Sysmex Europe Gmbh. As a key member of our regional technical service team, you will be responsible for ensuring the uptime of our instruments installed base in the assigned geographic area.

Key Responsibilities

  • Ensure uptime of instrument installed base in its assigned geographic area
  • Build professional relationships with end-users and laboratory stakeholders
  • Perform troubleshooting both in person and remotely
  • Execute reactive and proactive service activities at customer's site and/or remotely
  • Provide added value by acting as expert and second-level support in the field for the assigned business line
  • Support development of colleagues in the field (training on the job)
  • Act as primary point of contact for 3rd level support from EMEA support team
  • Perform pre-installation visits and planning meetings with customers
  • Carry out pre-installation at Sysmex workshop and installations at customer sites
  • Provide basic technical and maintenance training to end-users
  • Carry out repair actions and maintenance visits as per Sysmex procedures
  • Plan proactive activities and regular visits to key customers
  • Report field activities and instrument status
  • Keep lab directors informed about service deliverables and instrument status
  • Organize regular meetings with key end-users to highlight the value of service
  • Ensure that all customer-related records are up-to-date
  • Accurately record service activities on Sysmex CRM
  • Ensure customer satisfaction in all post-sales phases
  • Collaborate with commercial functions on new tenders and business opportunities to design tailored solutions to specific customer needs

Requirements

  • University degree or equivalent in engineering
  • Advanced certificate in electronics and/or equivalent industry experience
  • Technical knowledge of electronic equipment (preferably IVD)
  • Knowledge as a user of PC tools and software applications
  • Languages: fluent English and Italian
  • General professional experience: more than 10 years of experience as FSE in the medical device industry
  • Leadership experience
  • Self-motivation with the ability to work under stressful situations
  • Able to communicate properly with end-users
  • Previous experience with hematology, urinalysis, and hemostasis instruments is a plus