Supervisor Field Service Engineer - Beckman Coulter Diagnostics

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Role And Responsibilities

EXPECTED JOB OUTPUTS:

• To service, support and maintain medical diagnostic equipment.
• To manage service team residing in E&W Africa region
• Be able to work under pressure and handle conflict.
• To be part of an active call roster
• Be in position of a valid passport and driver’s license
• Be prepared to travel in E&WA Region.

 

Essential Duties and Responsibilities

• Self-motivation, good written and verbal communication skills.
• Be punctual and work to deadlines.
• A proven ability to interface with diverse technical disciplines is essential requirements.
• Strong Clinical Engineering background and experience working on medical Diagnostic Equipment.
• Strong instrumentation, diagnostic software, and electronic software background

Typically, the Supervisor Field Service Engineer (SFSE) will be someone who has extensive knowledge of technical fault finding, working with schematics, electronic diagrams, advanced troubleshooting skills and above average knowledge of test equipment used in the industry.

The Supervisor field service engineer will be responsible for his zone or area dealing with customers on a daily basis.

The incumbent should professionally mange his team of field service engineers and will need to coordinate his team preventative maintenance schedules, planning of boot stock, liaison with the corporate headquarters on a regular basis and weekly feedback to manager.

Must have a strong understanding of urgency to deal with customer requests and field escalations.

Typical this individual will be familiar with maintenance schedules, plug in of laptop to run diagnostic checks, calibration of electronic components.

Technical project and daily management skills, familiar with shift roster environment, extensive travel as well as abroad travel.

The environment of support is 24 hours a day, 365 days a year; it is regarded as emergency services as the blood results could impact on human lives. The instruments that are used vary from small bench top analyzers, larger analyzers, integrated systems and automation lines. Typical instrumentation is divided into the following disciplines of our industry but not limited to:

• Chemistry
• Immunology
• Hematology

He will mentor and supervise his team Engineers in terms of tasks allocation and assignments, all jobs are recorded on laptop technology and real time debrief and synchronization is expected from the FSE on a regular basis to establish his availability for a task.

A willingness to work irregular working hours i.e. on call after hours, on site repairs after hours, weekends and public holidays.

We expect from our engineers the following key performance metrics:

• An above customer rating index
• Acceptable first fix rate percentage
• Management of boot stock against a predetermined boot stock value
• Above average response times
• 360 Feedback from peers, customers and supervisors to be at acceptable levels for engagement

Personal Attributes

Must be able to work independently without regular supervision, we trust our engineers to take responsibility of their area as if it is their own business.

Exemplary customer focus skills, “Our customers talk we listen” is one of our core values and everything we do is to satisfy and improve the customer experience.

“The best team wins” is another core value and we cannot afford individuals who do not accept the responsibility of teamwork, team dynamics and team communication. We expect from our engineers to form part of the team and to be prepared to act as an integral part of our service excellence team.

“Kaizen is our way of life”, another core value which means that we expect from our engineers to focus on Lean and Efficient practices, policies and procedures forms the basis of our regulatory commitment to our corporation and our customers as to ensure only the best service quality is offered. We do not have a tolerance for inefficiency, poor planning and non - compliance to regulated practices as prescribed by our Quality Management System.

“Innovation defines our future”, an important core value to which we expect our engineers to constantly employ work practices and present best practice methods to perform their duty that would put as at an advantage over our competitors. We value suggestions for improvement, and we expect engineers to be the catalysts for innovation and always look for unique ways to place us at the forefront of technology and service delivery.


Qualifications

And Education Requirements

• B.Sc Engineering – Biomedical, Clinical or Electronic
• Equivalent technical qualification related to diagnostic, fault finding and trouble shooting
• Five years relevant experience is preferable

 

JOB RELATED PERSONAL ATTRIBUTES:

• Self-motivation, good written and verbal communication skills.
• Be punctual and work to deadlines.
• A proven ability to interface with diverse technical disciplines is essential requirements.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

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