Field Service Engineer Lead, DS (Diagnostics Solutions)

BD's job vacancy, Career and Recruitment Job title : Field Service Engineer Lead, DS (Diagnostics Solutions) jobs in KwaZulu-Natal Job Location : KwaZulu-Natal, Durban Deadline : June 30, 2024 Quick Recommended Links

Main Responsibilities:

• Alignment of the Technical Support strategy: Develop approach to implement plans in support of technical support strategies by ensuring continuous improvement of customer satisfaction. Implements and manages service agreements and sellable service offerings to customers. Responsible for measuring service performance and effectiveness of services provided.
• People Management: Supervise Field Service Engineers, monitor their performance, provide guidance and support for all functional aspects (technical, interpersonal, and commercial aspects). Reviews and recommends training requirements for BD and Distributor FSA’s/FSE’s to meet install base requirements.
• Field Operational Management: Manages territory of instruments performing repair, maintenance, installation & upgrades. Systems and process exemplar (SMAX), leading compliance across team and conducting training on service processes. Supports development of service and process capabilities of local BD and distributor field service team. Supports rollout of FCN’s, ensuring accurate completion and reporting results to relevant collaborators. Preparing all collaborators for rollout of hardware/software upgrades in field. Responsible for daily field technical service operations, for monitoring capacity and workload, for assigning territories, and for measuring compliance to customer service level agreements. Ensure implementation of escalation process defined by the Service Manager Operations. Provide technical support to customer, by investigating, diagnosing, and trouble-shooting customer problems remotely, or if necessary, raising to expert team for support. Provide on-site technical support for customers in a specifically predefined territory according to Service level agreements. This includes installation, testing and qualification, repair and maintenance of BD instruments. Provide leadership on technical projects within their territory to guarantee the efficient and successful implementation.
• Budget management - Plan, manage, develop, and monitor revenue budget, forecast financials about headcount, instrument spare part consumption & inventory, capital expenditures, operating supplies and labor for the region in order to meet the regional targets by driving productivity, eliminating redundancy and improving the leverage from existing capabilities. Review and analyze Technical Service operations and performance, institute necessary changes to ensure productivity & cost control.
• Functional Administrative Task: Manage personal and team related administration, as required by the company and the Service Manager Operations E.g. Travel Approvals. Accountable for the data quality, timeliness and accuracy install base in service max.
• This role expects at least 70% time to be used in regular field service activities, up to 30%-time team management.

About You

• Bachelor’s university degree is preferred electrical, mechanical, or biomedical.
• 3-5 years’ work experience working on Lab Automation / Diagnostics instruments.
• Proficient in Microsoft Office advance level
• Strong problem-solving skills
• Ability to work in a matrix organization.
• Ability and willingness to undertake regular travel within South Africa and outside South Africa when necessary.
• Being accountable & responsible as being a member of a wider BD team, providing solutions and introducing corrective actions when needed.
• Going above and beyond to meet customer needs, always maintaining can-do attitude, proactively responding to customer feedback, and offering solutions, demanding excellence in all service provision.
• Results driven and committed towards goals. Consistently strives to achieve challenging goals and objectives whether individually or through others.

*Engineering / Technical jobs in south africa

*Field Service Engineer Lead, DS (Diagnostics Solutions) in Durban