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Customer Support Engineer, Diagnostics
2 months ago
Positively impact Revvity's Diagnostics sales by carrying out your duties in a professional manner, maintaining high standards at all times. Demonstrate the added value of customer support, always acting as an ambassador for the Company.
Impact positively on the overall performance of the Business by maintaining a flexible approach to work. Executing work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.
Priorities and Objectives
Perform field service as advised by the coordinators in conjunction with the Service / Team Leader. Carry out installation, maintenance, and repair of the current and future Life Science Diagnostics instrument portfolio with the initial focus on Reproductive Health Screening systems including supporting our Service Lab and later on, the wider Life Science Diagnostics portfolio. Provide first line onsite user training on Diagnostics systems.
Organizing routine maintenance allocated monthly.
At the request of the Service / Team leader, perform service on behalf of Revvity overseas offices, to the standard required to meet all quality, regulatory and compliance standards, at sites of overseas customers.
Ensures that all documentation, circuit diagrams, Service Data Bulletins and manuals are of the correct revision to undertake service on specific instrument types. Maintains ancillary documentation e.g. Safety Manual, Procedures Manual to the highest standard with regular reviewing of manuals provided in accordance with the Quality Management System.
Align personal working practices with the department’s performance targets. Actively demonstrate compliance with all team targets.
Maintain personal service spares issued and inventory records to the highest standard. Ensure all anomalies are quickly and effectively reported and resolved.
Ensure all tools and test equipment are adequate to perform the service required, and that all test equipment issued is calibrated at the times specified.
Complete all Work Orders and associated documentation within a day of completion. Ensure all E Learning, Expense Claims and Vehicle related forms are returned on time.
Perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture.
Qualifications & Experience
Bachelor’s Degree, HNC or equivalent in Electronic Engineering + Chemistry / Biology to senior school level.
Full Driving License.
Significant years’ experience in a related Customer Service Environment.
Preference will be given to candidates with experience in Liquid Handling, High Content Screening or Immunoassay Systems in a clinical environment would be an advantage, although full training will be given.
Broad understanding of Prenatal and Neonatal Screening as well as Revvity Diagnostics Systems an advantage, although training will be given where necessary.
Expert PC user with a knowledge of Microsoft OS (XP, 7, 10), ability to network PCs and an appreciation of Laboratory Information Systems.
Background in Electronics preferably gained in a high technology service environment, together with an understanding of analytical and clinical instrument applications.
Incumbent must have excellent people management and motivational skills.
Excellent verbal and written communication skills; an additional language would be an advantage.
Ability to communicate in a professional manner with customers on all levels, providing service information, technical data, and general help as necessary.
Negotiating and influencing skills.
