Job Summary

Our Microbial division is recruiting for a Field Service Engineer – does the below sound like you?

Reporting to the Regional Field Customer Support Manager and supporting the Customer Care organization, you will play a vital role in offering our customers exceptional support in the field.

Your focus will always be on our customers ensuring that they have the capability to utilize our products fully.

Having a customer centric mindset is one of the key attributes to being successful in this role.

Participate fully in the agreed training program plan, followed by observing and gaining experience in managing the day-to-day tasks. Work closely with your direct manager and the Customer Care training Manager to ensure that your training is progressing well. Be proactive in your approach, so that you can recognise and communicate to your manager, when there are knowledge gaps and when more training is required. 

What You'll Be Doing

• The ability to deliver the necessary services and support as outlined by the technical skill set at the conclusion of the training program. 
• Previous experience in fault-finding in mechanical, electrical or automation an advantage.
• Demonstrated ability to install, understand and navigate software technical issues.
• Understand who the commercial team are in your region and begin to build a solid relationship to support revenue growth.
• Start working on customer activities in your area to help the business achieve its overall objectives and increase revenue while guaranteeing our customers business continuity.
• Acquire the ability to gather customer insights and make sure that all pertinent data is distributed to the relevant stakeholders
• Co-ordinate tasks with all colleagues in the Field Customer Support team and the overall Customer Care organization to guarantee that procedures are synchronized to satisfy the needs of both the business and customers. 
• Ability to communicate and build relationships with teams and individuals, cross functionally. Ensure that all issues are understood and communicated so that the appropriate support can be provided to our customers.
• Provide support and ensure ongoing communication with all stakeholders to ensure all goals can be achieved.
• Achieve all KPI’s as set out by the business.
• Fully utilize the software tools provided to you by the company so that you can provide an excellent service to our customers and all relevant data to the business. 
• Participate and contribute to any internal or external meetings that you need Ensure adherence to regulatory requirements and to departmental policies, practices, and procedures [SOPs, safety procedures and protocols].
• Build strong relationships cross functionally to support the achievement of the overall business objectives.
• Adhere to the company travel policy when required to travel on business.
• Willingness to be flexible to suit our customers and business needs. 

Qualifications

• Degree or equivalent in Engineering, Life Sciences; Microbiology, Biology or Chemistry.

• 4+ years of related experience (Field Service, technical, laboratory or research); or Equivalent combination of education and experience.      

• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above. 

• ability to manage diary schedule, trips, and administrative tasks independently and work in a fast-paced environment.