Field Service Engineer

Position Summary

The Field Service Engineer provides field support for Cepheid products, ensuring customer satisfaction through training, troubleshooting, repair, and maintenance of GeneXpert products. This role drives service revenue within 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 company products and field service partners.
• Manage installations and customer training in coordination with the Application team.
• Provide support on instrumentation and manage 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 manage customer follow-up.
• Document and report product "design reliability" and "maintenance issues" to technical support.
• Be available to work on-call on designated weekends for prompt service support.
• Achieve and exceed Customer Satisfaction objectives.

Training Responsibilities

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

Requirements & Tech Stack

• Bachelors Degree in Electronics or an Engineering related discipline.
• Medical Diagnostics products experience is essential.
• Excellent systematic troubleshooting skills utilizing a structured and comprehensive process.
• Capable of explaining technical procedures in writing or verbally.
• Ability to work with customers and vendors at both a business and technical level.
• Time management skill with the ability to multi-task, prioritize events, and maintain composure under high demand.
• Ability to work independently with limited supervision.
• Proficient in reporting activities, maintaining local spare parts inventory recording, and travel expenses.
• Ability to speak English and Local Language.
• Good geographic knowledge of the territory.
• 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.

Qualifications (Preferred)

• Prior experience providing hardware and software improvement feedback.
• Prior experience with lifecycle maintenance.
• Prior experience with sales support.
• Prior experience with technical services.
• Knowledge of GMP ISO requirements.
• Troubleshooting skills with automation robotics.