Field Service Engineer

The Opportunity Roche Diagnostics in South Africa is seeking a Field Service Engineer to join our dynamic team. This role is based in Gauteng. 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. In addition, you will be responsible for the entire Repair Shop operation (extended maintenances) and manage the entire spare parts end-to-end process, from planning to consumption, ensuing the best balance between availability and inventory costs. Key Challenges To plan Spare Parts ensuring balance between availability and inventory costs To define spare parts planning strategy for the Southern Africa Network South Africa and SACD countries) To ensure continuous improvement to end-to-end spare parts process (from planning to consuming) To define and frequently review stock categories and MRP Spare parts phase-in and phase-out To define boot stock lists based on installed base profile To define and measure KPIs to ensure a healthy process To provide trainings for Field Service Representatives, Professional Service leads and Business Partners To define, improve and manage spare parts returns process (from the field to Warehouse and from Warehouse to Germany), related to Return Authorization (RA) and Pull Out processes. To define and have close control on spare parts stripping (manage by exception) To be responsible for all internal and external audits related to spare parts management To support senior FSE with large project installation / de-installation by assisting the project installation lead, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and requirements and assist in developing installation plan within deadline To support with system handover and training ensuring entire project is well managed and completed within manufacturing specifications. All documentation completed and handed over to customer. Post go-live support provided and ongoing collaboration between customer and technical team to strengthen Customer centric support as per the contract and for the agreed period of time To provide customer support and assistance by understanding customer issue, evaluating cause, providing solutions (telephonic and on site as relevant) and resolving within deadline / SLA To provide Specialist technical / application / product advice and guidance to sales by receiving request 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 case, contacting client, providing telephonic support (if possible) and coordinating resolution of case 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 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 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. 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 inconsistencies, refer to relevant department for resolution and follow-up until resolved monthly To maintain tools of trade by verifying and maintaining calibration and storing and maintaining according to specifications and standards at all times NQF 6/7/8 in relevant field National Diploma in Electrical Engineering/ Mechanical Engineering/ Biomedical Technology or equivalent (NQF level 6) 5 years technical support services experience - medical diagnostic industry experience is preferred Customer service Technical support Medical instrumentation installation and maintenance In-depth knowledge of planning and controls Project management Coaching and Mentoring You are in possession of a valid drivers license and have a valid passport (within 3 months of employment). Field Service Engineer Relevant field of study Relevant systems and equipment To be located in Gauteng province Ability to travel nationally and internationally Ability to work overtime and shifts if required