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Field Service Engineer III
2 meses atrás
Field Service Engineer III
Leica Biosystems is a global leader in cancer diagnostics, and we're seeking a highly skilled Field Service Engineer III to join our team in Rio de Janeiro. As a key member of our service team, you will provide technical support and service to our customers, ensuring they receive the highest level of service and support for our equipment.
About the Role
- Provide installation, maintenance, and repair support for mechanical, electro-mechanical, electronic, and refrigeration instruments
- Conduct operation training for users after installation and handle customer complaints according to related processes
- Responsible for technical reports, spare parts management, and requesting necessary items to solve customer issues
- Contribute to the company's success by providing industry-leading service to our customer base
Key Responsibilities
- Installation support, maintenance, and repair of 3-4 groups of instruments
- Receive mentoring/ride-along from team members to achieve full competency on trained instruments
- Support the company in achieving strategic goals and financial targets
- Effectively communicate with internal colleagues and external customers to meet customer expectations
- Document and complete service administration activities in a timely manner
- Actively support service contracts, assist sales representatives, and service team members with system configurations and upgrades
- Provide input on ways to improve field service processes to increase performance and exceed customer expectations
- Control spare parts under own responsibility to maximize customer uptime and field service-related metrics
- Control expenses to maximize profit contribution to the company
- Represent the company in a professional manner to instill confidence with current and prospective customers
- Uncover root cause of customer frustration and understand customer needs
- Lead and summit technical issues escalations to solve customer complaints
- Provide other technical support as requested
Requirements
- Bachelor's or Technical Degree in Electrical, Electronic, Mechatronics, or related areas
- CFT or active CREA is mandatory
- Strong experience working with diagnosing and repairing medical devices, mechanical, electromechanical, electronic equipment, and scientific instruments
- Time management and productivity efficiency with service call handling
- Strong documentation skills
- Strong technical acumen – analytical with the ability to understand complex system operation and troubleshooting
- Communication skills – uncovering root cause of customer frustration and understanding customer needs
- Proficiency with test equipment used in field service support
- Building and nurturing internal and external customer relationships
Travel and Language Requirements
- 70-90%+ travel, frequent overnight travel, must maintain flexible schedule, often with short notice
- International travel will be required, especially to the USA
- Portuguese/Advanced English (mandatory)
About Leica Biosystems
Leica Biosystems is a global leader in cancer diagnostics, with a mission to "Advance Cancer Diagnostics, Improve Lives." We're committed to providing innovative solutions that improve workflow efficiency and diagnostic confidence. Our associates are passionate about making a difference in the lives of our customers and patients.
About Danaher
Danaher is a global organization with 69,000 associates worldwide. We're committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge.