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Building on 30 years of experience in diagnostics, Quotient is committed to delivering solutions that reshape the way diagnostics is practiced. Quotient has two key product portfolios, Alba by Quotient™ and MosaiQ™ 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. Quotient’s operations are based in Eysins, Switzerland, Edinburgh, Scotland, Dubai, UAE and Chicago, USA.
As we launch our new MosaiQ platform we are heavily investing in Asia-Pacific and Middle East & Africa. To support our growth, Quotient is recruiting for a Senior Regional Field Service Engineer to join our Global Emerging Markets team. The role is a full-time and permanent position and can be based in Dubai, UAE.
JOB PURPOSE
The Senior Regional Field Service Engineer is the point of reference for other Field Service Engineers. They are highly skilled on the MosaiQ™ system and ensure 1st level support and 2nd level support to distributors and customers. The incumbent will train other Field Service team members in the Region. The Senior Regional Field Service Engineer also conducts distributors and customers training, support, and installation on the MosaiQ™ system, including instrument, software, and applications with the goal of achieving and maintaining highest customer satisfaction.
In addition, the position will coordinate with other internal departments to optimize MosaiQ™ performance or aid in product development by providing customer insights. Be able to run customer training seminars either at the Quotient training center or exceptionally at the customer site. Provide 3rd Level support. The incumbent is also expected to support product demonstrations and clinical evaluations if needed.
JOB DESCRIPTION
The main responsibilities of the Senior Regional Field Service Engineer include:
Installation and commissioning of instruments at distributor and customer sites or other sites as determined by the Regional Business Manager.
Resolve 1st or 2nd Level customer questions and/or problems involving the Quotient MosaiQ™ solutions.
Support investigation of complaints in relation to 2nd Level and 3rd Level support team.
Communicates regularly with distributors and customers to learn about their business challenges and requirements.
Assist other field service engineers in regular day to day activity and help 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.
Review content and translations of User Manuals, Service Manual, IFUs, Software user interfaces and customer communication when necessary
Conduct formal in-house and external field service, distributor, and customer training.
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 or external partner.
Perform hands on troubleshooting, service, and repairs for Installed Instruments.
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 sector.
Knowledge of IT, networking TCP/IP, security.
Knowledge and experience in implementing LIS (Laboratory Information System) connectivity using protocol ASTM or HL7.
High degree of technical competence & confidence.
Effective customer consultative skills which include exceptional customer engagement, a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
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 the regions.
Valid driver’s license and passport and willingness to travel up to 80% of time, nationally and internationally.
DETAILS TO REGISTER FOR THIS JOB:
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