Field Service Engineer

About the role

Roche Diagnostics in South Africa is seeking a Field Service Engineer to join our dynamic team. In this role, you will overlook the North West and Pretoria . As a Field Service Engineer you will provide the diagnostic instrumentation post-sales technical support in accordance with the manufacturers specifications and Roche Diagnostics standards. Key Challenges Installation/De-installations To manage technical installation / de-installation in collaboration with the project installation and Implementation teams, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and requirements and assisting in developing installation plan within deadline. Technical / Application Support To provide customer support and assistance by understanding customer issues, evaluating cause, providing solutions (telephonic and on site as relevant) and resolving within deadline / SLA. To provide Specialist technical /product advice and guidance to sales by receiving requests from sales, understanding customer specification, providing expertise and advice and making recommendations as required. Support all modifications and support role out plan to meet Global modification KPI's. To support technical field support for cases by receiving cases, contacting clients, providing telephonic support (if possible) and coordinating resolution of cases within SLA/deadline . To provide Specialist technical support on site by coordinating appointment to resolve case with key contact at customer, organizing required reagents, consumables and quality control materials and providing support within deadline / SLA To support and resolve escalated technical cases and co-share findings with the technical support team. If required to escalate by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectations Pro-actively follow up with customers after complicated/escalated cases are closed by contacting clients via telephone/onsite visits verifying case is fully resolved, reopen/open cases if the issue is reoccurring and resolve within deadline to manage modification projects by engaging with internal stakeholders, providing technical guidance and support for specific products Customer Service To maintain a customer centric approach with all customer engagements by aligning with the Roche values, maintaining professionalism, providing quality technical and application support and advice and delivering according to their expectations and SLA at all times To proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all times Actively contribute in direct sales to customers by fully understanding customer requirements and Roche product solutions Actively share and promote product information of new product launches and solutions to the market. Provide market intelligence of what is happening in the field to the sales and marketing teams. Administration To provide customers with all case relevant documentation by completing case reporting, collating documentation and issuing (email/print and issue) to the customer within deadline To complete expense reporting by complying with the T&E policy and system requirements monthly and as required To complete overtime reports by capturing overtime, signing and submitting by deadline monthly To maintain up to date and accurate planning board and team planner by capturing daily and long term planned activities according to standards and by daily deadline To maintain technical compliance standards by completing e-learning modules or training and achieving required compliance standards as required and within deadline To manage customer support stock levels (boot-stock) by reconciling stock, recording stock utilisation, ordering additional stock, complying with the used and unused returns authorisation and the stock control processes at all times To address stock discrepancies by identifying inconsistenci