Field Service Engineer - Northwest region

We have an exciting opportunity for a Field Service Engineer at Topcon Healthcare. Are you ready for the next step and do you want to take initiatives, initiate new ideas and contribute to an optimal result?

Join Topcon, a company that has the ambition to make the world a better place at the intersection of eye healthcare and technology!

Topcon Healthcare is the eye health brand of Topcon Corporation (https://topconhealthcare.eu)

Topcon Healthcare sees eye health differently. Our vision is to empower providers with smart and efficient technologies for enhanced patient care. Keeping pace with the ever-changing landscape of the healthcare industry, we offer the latest integrated solutions including advanced multimodal imaging, vendor-neutral data management and groundbreaking remote diagnostic technology. By investing in value-driven innovations, Topcon works to enable people to enjoy good health and a high quality of life.

Topcon Europe Medical B.V. is responsible for the distribution, sales, service and development of the innovative products to different customers within the region.

The Field Service Engineer is a member of Topcon Healthcare Technical Services delivering technical service & support for UK and Irish (UKI) customers across the Topcon Healthcare portfolio.   

As an important member of the customer facing part of Topcon Healthcare this role will be responsible for providing a prompt and consistently excellent service for all internal and external UKI Technical Service Customers. 

This is a field-based role and will be predominately based in customers sites. Travel both to and from customers sites as well as between sites will be an integral part of the role.

Technical Support

• Undertaking technical support activities including installation, repair, preventive maintenance and upgrades performed remotely and at client sites.
• Flexibly providing emergency cover and undertake emergency maintenance on site contributing to the overall team capacity.
• Promoting Topcon healthcare by participating in customer demonstrations or other activities to advance the sales of Topcon products or services.
• Supporting the digital connectivity of Topcon Healthcare’s portfolio.

Administrative Activities

• Ensuring adequate records and systems are maintained.
• Prompt completion of all required paperwork, including detailed service reports, recording all required information for all work undertaken.
• Managing assigned spare parts stock levels, test equipment & tools within set targets and ensure accurate recording of the inventory. 
• Maintaining other administrative activities within the set time such as completion of monthly reports to record time spent on activities not captured on service reports.
• Maintaining all Company assets in good condition.

Other

• Ability to be able to interpret complex data (machine generated log files, basic financial, service delivery) in order to direct activities. 
• Represent Topcon Healthcare in a professional manner at all times.
• Proactively maintain and extend own and others skill base and technical knowledge through personal development and training. 
• Establish & maintain communication & partnership with customers, team members and business contacts.
• Ensure data accuracy in all aspects of work.
• Embrace and adhere with all Quality and EHS elements.
• Provide support and coaching to customers where required.
• Be able to identify an opportunity for new business or growth of existing business. 

• Electro-mechanical engineering background supported by a technical qualification (e.g. ONC/HNC) as minimum.
• At least 2 years’ experience as a Field Service Engineer (Medical industry preferred).
• Experience of working in a highly customer driven organization.
• Confidence in communicating effectively with both customers and internal stakeholders.
• Understand Key Performance Indicators (KPIs) and be able to adapt individual working practices to ensure adherence to them.
• Financially astute being able to understand and maximize individual responsibility and contribution to maximiser revenue or profitability.
• Must possess base IT knowledge on general connectivity, network integration of devices, wireless protocols, mobile network technologies, software support and cyber security standards.
• Strong Customer focus – Customer is priority attitude
• Strong team player, with a flexible approach yet able to work unsupervised and under pressure
• Self-motivated with a high level of initiative.
• Excellent communication and organisational skills and be able to work in a rapid response environment
• Ability to recognize and escalate potential issues.
• Attention to detail – quality process driven.
• UK driving licence.