Field Service Engineer📣 Job Ad

About the Field Service Engineer Role

Leica Biosystems is seeking a Field Service Engineer to join our team in Riyadh, Saudi Arabia. This full-time position is integral to delivering high-quality onsite technical service, contributing to customer satisfaction and organizational targets. The role focuses on providing expert service for Leica Biosystems' histopathology and associated instruments, ensuring optimal performance and customer support.

Role Overview and Responsibilities

The Field Service Engineer is responsible for performing onsite service and maintenance activities for a range of histopathology and associated instruments. This includes installations, preventative maintenance, repairs, fault analysis, and upgrades. A key aspect of the role is to provide proactive and timely support to customers and colleagues to maximize customer satisfaction and minimize downtime. The position requires a commitment to effective, efficient, and safe work practices, contributing to team goals and Key Performance Indicators (KPIs).

• Conducting onsite customer visits for installations, preventative maintenance, repairs, fault analysis, and upgrades.
• Providing phone and occasional Helpdesk support to reduce customer downtime.
• Performing root cause analysis for issues encountered in the field or at business/manufacturing units.
• Ensuring accurate and timely submission of Salesforce reports, expense claims, stock management documentation, and other service-related paperwork.
• Collaborating with the Field Support Team to deliver industry-leading professional after-sales service within established KPIs.
• Supporting the sales team with tasks such as basic customer training, installations, and demonstrations.
• Exchanging valuable information gathered from customer interactions to enhance customer satisfaction.
• Documenting customer information accurately within CRM and Service Management systems.
• Collecting, updating, and distributing knowledge with product specialists.

Qualifications and Experience

Candidates for this role should possess a Bachelor's degree in Mechanical, Electronic, or Electrical engineering. A minimum of 5 years of experience in Field Service or a related field, specifically with histopathology equipment, is required. Knowledge of network configuration and setup, including firewalls and TCP/IP networking components within a Windows environment, is considered advantageous.

• Bachelor's degree in Mechanical, Electronic, or Electrical subject.
• 5 years of experience in Field Service or a related field with histopathology equipment.
• Knowledge of network configuration and setup (firewalls, TCP/IP) in a Windows environment is advantageous.

Required Skills and Attributes

Successful candidates will demonstrate excellent verbal and written communication skills, with the ability to interact effectively at various internal and customer levels. Proven ability to learn independently in technical areas and build experience is essential. The role requires strong problem-solving and analytical skills, a high commitment to maintaining and improving service levels, and an open mindset with a strong customer focus. The ability to safely carry and move up to 25kg is also a requirement.

• Excellent communication skills, verbal and written.
• Ability to communicate across different levels internally and at customer sites.
• Proven ability to learn independently in technical areas.
• Ability to carry and move up to 25kg safely.
• Strong problem-solving and analytical skills.
• High commitment to maintaining/improving service levels.
• Open mindset and customer focus.

Work Environment and Reporting Structure

This position is part of the Field Service team located in Saudi Arabia and operates on a fully remote basis. The Field Service Engineer will report to the Team Leader Service. Leica Biosystems is part of Danaher, a global science and technology innovator committed to improving patient lives through diagnostic tools.