Field Service Engineer

This is a fully remote position, open to applicants in New Zealand.

📋 Description

• Deliver daily service support to the current customer base in New Zealand and provide assistance in other areas of Australia when necessary.

• Foster sales and service growth while enhancing customer satisfaction.

• Proactively oversee customer interactions to ensure outstanding satisfaction, first-time fixes, improved instrument throughput, and reduced downtime.

• Accurately close service calls and handle escalations in accordance with established protocols.

• Administer re-certifications for ISO audits and uphold high standards for audits.

• Achieve and surpass individual revenue targets, including the expansion of Field Service Maintenance Agreements.

• Produce new equipment leads for the sales team.

• Oversee personal expenses and keep an accurate inventory of car boot stock.

• Promote continuous improvement, daily management, and monthly key performance indicators (KPIs).

• Recognize opportunities to provide additional services, reagents, consumables, and new equipment leads.

• Collaborate with the sales team to facilitate business growth.

⛳️ Requirements

• Bachelor’s degree or equivalent in Biomedical or Electrical Engineering.

• A minimum of 5 years of relevant field service experience is preferred.

• Preferred knowledge of Flow Cytometry, Liquid Handlers, and Centrifugation.

• Strong deductive reasoning and problem-solving abilities.

• Excellent interpersonal and communication skills.

• Highly proficient in computer use, particularly within the Microsoft Office suite.

• Awareness of customer perception and its related business implications.

• Commercial acumen to swiftly address customer issues.

• Capability to manage call escalations, identify, own, and monitor account issues following the call escalation process.

🏝️ Benefits

• Comprehensive and competitive benefits programs.

• Health care program.

• Paid time off.

• Flexible remote working options for eligible positions.

• Remote work arrangement allowing employees to work from home.