Service Engineer

We are seeking a dedicated and skilled Field Service Engineer to join our team, focusing on the installation, maintenance, calibration, and repair of laboratory instruments such as glassware washers, incubators, biosafety cabinets, freezers, deep freezers, and lab furnaces. This role requires a customer-centric professional who will ensure high levels of satisfaction through efficient service and contribute to achieving revenue targets. You will be responsible for ensuring the proper operation of critical laboratory equipment and providing technical support to our clients.

Key Responsibilities:

• Service & Maintenance:
  
• Complete assigned service jobs, including installation, preventive maintenance, repairs, calibration, and validation of laboratory instruments.
• Conduct IQ (Installation Qualification), OQ (Operational Qualification), and PQ (Performance Qualification) in accordance with set protocols.
• Ensure timely and effective completion of Annual Maintenance Contract (AMC) related service calls.
• Record and track spare parts requirements and purchase orders from customers.
• Customer Support & Communication:
  
• Maintain daily communication with customers and internal staff to ensure effective issue resolution and follow-up, ensuring customer satisfaction.
• Track and maintain service logs and internal records as per departmental guidelines.
• Identify and escalate instrument faults, utilizing the escalation process when necessary.
• Operate in a safe manner, adhering to work health and safety protocols to minimize risks.
• Travel to customer locations as needed to perform on-site service and support.
• Sales & Business Development:
  
• Identify potential sales opportunities during service visits and communicate them to the sales team.
• Participate in continuous improvement activities by identifying process and product quality gaps, providing solutions where possible.
• Warranty & Documentation:
  
• Liaise with Customer Service to submit warranty claims for products and maintain relevant records.
• Maintain tools and test equipment, ensuring they are properly calibrated and in good working condition.

Qualifications and Experience:

• Education:
  
• Relevant electrical/mechanical engineering qualification (Diploma or Degree).
• Experience:
  
• For Degree Holders: At least 2 years of experience in a field service engineer position, preferably within the life science industry.
• For Diploma Holders: At least 4 years of experience in a field service engineer position, preferably within the life science industry.
• Skills & Competencies:
  
• Strong mechanical aptitude and knowledge of electronics components, sensors, controllers, and data loggers.
• Excellent problem-solving and troubleshooting skills.
• Proven ability to collaborate across different parts of an organization.
• Strong customer focus with a demonstrated track record of excellent customer service.
• Ability to work independently with minimal supervision.
• Strong self-organization, prioritization, and time management skills.
• Good PC skills (Excel, Word, Customer Database).
• Strong communication skills (both written and verbal).