Responsible for ensuring and maximising customer satisfaction with product lines through technical excellence and direct customer communications by ensuring all units and systems continue to operate to specifications. This is accomplished primarily by regular and complete scheduled maintenance and repair services. As this person grows in their role, they will be expected to complete scheduled maintenance and repair service at customer sites.

• Perform troubleshooting on issues related to workflow and instruments. Investigate problems, diagnose probable causes and provide solutions. Recognize and communicate product issues, complaints and potential improvements.
• Install, maintain and repair Sysmex product lines including- Identifying and analysing instrument and system problems- Repairing to meet specifications- Escalating exceptional issues to minimise customer down-time- Performing pre-installation site surveys, installations, scheduled maintenance and approved modifications in accordance with Sysmex policies.- Scheduling modifications and updates as indicated in Technical Bulletin (TB) and Engineering Change Records (ECR)- Monitor and respond to communication devices during all scheduled times
• Assist the field service engineers with technical issues at existing customer sites
• Work cross-functionally with other Sysmex Associates in Sales, Marketing and Product Management to ensure total customer resolution and maximise very satisfied customer base
• Properly document all service related activities in a timely and professional manner including inventory, service orders, expense reports and all other required reports
• Perform duties within defined service standards, including but not limited to on-time and within labour hour goals for scheduled maintenance, demand service events, installations and first-visit-fix-rates
• Manage time, territory and accounts effectively; take initiative to make changes to improve how work is done, focus on process improvement, promote customer satisfaction, support sales objectives and organizational directives
• Identifying and communicating gaps and product issues and recommend potential improvements to the installation and implementation process. Responsible for supporting the systems assigned to their territory and greater geography to meet business demands
• Provide technical information to direct management/peers and other functional groups. Proactively address and support sales objectives and organisational directives
• Responsible for managing company assets and expenses within company guidelines
• Deliver work package during Project deployment into customer sites/laboratories. Assist customer with meeting their regulatory and validation requirements. Provide appropriate training. Supports the integration process to meet customer expectations and timeline
• Actively support, develop, and maintain the company’s Environment and Quality Management System
• Maintain a functioning workshop that the Field Service Engineers can utilise when required. Manage the storage of spare parts in the office with the requirement to receipt and dispatch to the field service engineers around the country
• Ad hoc duties as requested

• Bachelor’s Degree in Mechatronics / Biomedical or Electrical Engineering as well as equivalent experience in electronics, laboratory/biomedical technology.
• 0 – 1 year prior field service and/or laboratory experience especially in Haematology, Urine Analytics, Flow Cytometry and Coagulation
  Interpersonal, persuasive, problem solving and communication skills.
• Strong written and oral communication skills.
• Demonstrated presentation and persuasive skills.
• General computer knowledge in a Windows environment is required. Knowledge of LIS systems, Linux and interfacing principles is desirable.
• Demonstrated ability to explain in simple and understandable terms complex technical information associated with Sysmex product lines.
• Outstanding listening skills, patience and understanding.
• Team orientation; demonstrated facilitations skills.
• General knowledge in IT technology and networking.