Field Services Engineer

vor 4 Wochen

Frankfurt, Deutschland Robert Vos International Ltd Vollzeit

ROLE PURPOSE


The purpose of this role is to ensure customers receive world-class customer support and service plans for the equipment, systems and subsystems they have purchased. The role will involve travelling to customers premises to repair, install, service and maintain aesthetic lasers and providing technical phone support to the customer. There will be a particular focus on strategic accounts, so high levels of customer service are expected.

This role will cover NorthWest Germany, and will sometimes require staying away when required.


Strategic Role Responsibilities


  • Empower customers to be confident and competent in their understanding of technologies and their ability to maintain and operate their laser systems, sub-systems and sub-assemblies safely and effectively
  • Especially sensitive to the needs of key account customers.
  • Stay abreast of new publications, product launches, and current guidelines within the industry for service engineering, play a part in maintaining reputation as the market leader.
  • Attend meetings with supervisor and colleagues to remain up-to-date and aligned on departmental strategy and performance.

Operational Role Responsibilities


  • Embody and deliver the “Exceptional Everyday” in service engineering
  • Work with customers to install, maintain, calibrate and repair laser systems, sub systems or sub-assemblies
  • Perform product alignment and certification to specification
  • Maintain complete and accurate service records
  • Provide on-site technical support both at customer premises, at the service centre and at events, workshops and shows
  • Keep the service manager informed of any potential problems such as delays, equipment shortcomings and more complex equipment problems
  • Assist sales account managers with customer presentations by providing technical insight on the capabilities of products and services as well as advising on maintenance schedules
  • Complete physical inventory and manage and maintain all company assigned vehicles, tools, fixtures and test equipment in satisfactory condition
  • Follow company procedures and policies in accounting for purchases, spare part ordering, van stock and prompt return on RMAs
  • Maintain a minimum of service recalls
  • Assess the target audience’s level of technical knowledge and understanding and adapt communications accordingly
  • Be prompt in responding to customers’ problems

People & Leadership Responsibilities


  • Develop positive, supportive relationships with customers to strengthen their trust and preference towards.
  • Continually contribute to and develop a positive and high performing service team
  • Build strong working partnerships with sales and other colleagues
  • Communicates and networks effectively


FUNCTIONAL EXPERTISE


  • Technical background, preferably including hands on experience of servicing lasers and knowledge of basic laser physics
  • The person in this role much be technically very strong as they will be trained on and need to master our most complex devices.
  • Excellent communication and interpersonal skills and ability to establish strong relationships both internally and externally.
  • Motivated and able to work autonomously and within a team.
  • Must be able to travel by car or air to visit clients, with overnight stays where necessary.
  • Experience using SalesForce and Microsoft Office
  • 5-8 years relevant experience ideally in troubleshooting medical devices.


SOFT SKILLS

  • Customer Focus - Sets and monitors high standards for quality, leads methodical systems that result in customer satisfaction
  • Excellent analytical and problem-solving skills to quickly resolve product or service issues.
  • Strong communications skills, both verbal and written
  • Persuades and influences others
  • Shares expertise and knowledge with others
  • Commercial acumen
  • Oral & written communication – must be fluent in German & English


Location - North Rhine Westphalia.

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