GTS Field Service Engineer

  • Quotient Limited
  • 1262 Eysins, VD, Switzerland
  • 29/10/2021
Full time Data Science Data Engineering Data Analytics Big Data Data Management Statistics

Job Description

Building on 30 years of experience in transfusion diagnostics, Quotient is a commercial stage diagnostics company committed to delivering solutions that reshape the way diagnostics is practiced. Quotient has two key product portfolios, Alba by Quotient and MosaiQTM by Quotient. The Alba by Quotient product range is comprised of high-quality reagents used to keep laboratories around the world running efficiently. They are sold directly to laboratories or through our OEM partners. MosaiQ™ by Quotient is our proprietary multiplex microarray technology, offering the world’s first fully automated, consolidated testing platform, allowing for multiple tests across different modalities. MosaiQ™ is designed to be a game-changing solution, which we believe will increase efficiencies, improve clinical practice, deliver significant workflow improvements and operational cost savings to laboratories around the world. Quotient’s operations are based in Eysins/Switzerland, Edinburgh/Scotland and Newtown/Pennsylvania.

GTS FIELD SERVICE ENGINEER

Quotient is recruiting for a GTS Field Service Engineer to join the Technical Services Team based in Eysins. The role is a full-time and permanent position.

The GTS (Global Technical Service) Field Service Engineer MosaiQ™ is the point of reference for other team Field Service Engineer. The GTS Field Service Engineer is highly skilled on the MosaiQ™ system and ensure 1st Level support and 2nd level support to customers. The incumbent trains other Field Service team members. The GTS Field Service Engineer also conducts customer training, education and investigations (root cause analysis) on the MosaiQ™ system, including instrument, software, and applications with the goal of achieving and maintaining highest customer satisfaction.

JOB DESCRIPTION
The main responsibilities will include:

  • Resolve 1st or 2nd Level customer questions and/or problems involving the Quotient MosaiQ™ solutions.
  • Investigate difficult questions or complaints provided by 2nd Level (3rd Level activity).
  • Manage RMAs (Return Material Authorization) process with customer and partners.
  • Communicates regularly with customers to learn about their business challenges and requirements.
  • Assist field service engineers with troubleshooting the most difficult problems in high pressure situations.
  • Transfer and follow-up of complaints root cause determination in collaboration with Post Market Surveillance (PMS), R&D and Production when needed (if investigation requires deeper analysis).
  • Document rationale behind customer enquiries resolution or analysis and register in CRM.
  • Assist the Technical Support Organization in formulating strategy and customer satisfaction programs.
  • Demonstrate ability to utilize CRM (complaint handling tool) to review service data to interpret, propose actions and next steps to investigate to root cause develop countermeasures and monitor for timely determination of effectiveness.
  • Train others on topics where expertise has developed to expert level.
  • Conduct formal in house and external field service, distributor and customer trainings.
  • Excellent follow-up skills to insure we exceed customer expectations and close all outstanding issues.
  • Managing Call Escalations - ability to identify, own and track any issues with an account, according to complaint handling procedure, to reach resolution. Ability to work with internal R&D or partner.

QUALIFICATIONS & EXPERIENCE REQUIRED

  • Bachelor’s degree in Engineering or similar field and 5+ years of experience in a high tech environment.
  • Minimum of 5 years’ work experience as Field Service Engineer or Technical Support Engineer in the IVD.
  • Experience with and/or certified in regulatory environments GMP and ISO13485.
  • Knowledge of IT, networking TCP/IP, security is required.
  • Knowledge and experience in implementing LIS (Laboratory Information System) connectivity using protocol ASTM or HL7 is required.
  • High degree of technical competence & confidence.
  • Effective customer consultative skills which includes, exceptional customer engagement, a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
  • Exceptional analytical approach to problem solving and troubleshooting.
  • Customer focused; sense of urgency and adaptive to change.
  • Very strong verbal, written and presentation communication skills.
  • Dynamic, self-motivated and driven; independent and proactive.
  • Fluent in English, practice in and at least one other language among which German, Spanish or French.
  • Valid driver’s license and passport and willingness to travel up to 80% of time, national and internationally