Field Service Engineer

About the Role

The Field Service Engineer is responsible for providing field support to Cepheid customers on all Cepheid products. The role involves ensuring customer satisfaction through effective training, troubleshooting, repair, and maintenance of GeneXpert products and driving service revenue for the assigned territory.

Key Responsibilities

• Provide field service support for the GeneXpert Product line.
• Travel throughout the region and sometimes to other SAARC Countries on short notice to support the company's products and field service partners.
• Manage installations and customer training in close coordination with the Application team.
• Provide support on instrumentation and manage the spare inventory.
• Perform routine standard procedures to isolate and fix problems in malfunctioning equipment or software.
• Work closely with the Technical Support team to address customer complaints, determine corrective action, and follow-up with customers.
• Document and report the company's product "design reliability" and "maintenance issues" and/or problems to technical support.
• Be available for on-call duty on designated weekends to provide service support within a short period.
• Achieve and exceed Customer Satisfaction objectives.

Training Responsibilities

• Complete all assigned and required training satisfactorily and on time, maintaining records for future audits as per SOP.
• Complete all compliance and internal training within the stipulated timeline.

Requirements & Tech Stack

• Bachelor's Degree in Electronics or an Engineering related discipline.
• Experience with Medical Diagnostics products is essential.
• Capable of handling advanced complaints and troubleshooting.
• Knowledge of GMP & ISO requirements is essential.
• Requires excellent systematic troubleshooting skills utilizing a structured and comprehensive process to determine the root cause and implement corrective action.
• Capable of explaining technical procedures in writing or verbally is essential.
• Ability to work with customers and vendors at both a business and technical level.
• Time management skills with the ability to multi-task and prioritize events and maintain composure under high levels of demand is necessary.
• Ability to work independently with limited supervision is essential.
• Proficient in reporting activities, maintaining local spare parts inventory recording, and travel expenses is necessary.
• Ability to speak English and Local Language.
• Good geographic knowledge of the territory.

Preferred Qualifications

• Prior experience of providing hardware and software improvement feedback, lifecycle maintenance, sales support, and technical services preferred.
• Troubleshooting skills with automation robotics are preferred.
• Able to travel approximately 75% of the time.
• Preferably to own and drive a four-wheeler.
• Must be able to lift 20Kg of instrument.
• Ability to maneuver/push equipment (weighing over 500 Kg) on wheels.