Job description
The Career Potential
Ortho Clinical Diagnostics is committed to improving and saving lives with diagnostics. To do this we hire people who share this dream and are ready for new adventures. As a valued team member, you will carve your own career path and be part of building this company stronger and better than ever before. There is no limit to the experiences, opportunities and new directions you will have access to here at Ortho Clinical Diagnostics. More importantly, you will be driving the surge of a whole new direction in important medicine. That’s something we can all take pride in as we take this journey together.
Ortho is known in the industry as a leader in customer service and support. Deeply understanding and exceeding the needs of our clinical lab, hospital and blood bank customers is what we do. It’s who we are. If you join Ortho, no matter what your role, you will be expected to keep that Customer Excellence focus in your work.
Field Engineer (Belgium)
As we continue our growth trajectory at Ortho, we are now recruiting for Field Engineer to join our team.
About Ortho, Belgium:
The office in Belgium is located close to the airport which gives a nice flexibility to our employees to arrange their business travel. The office is home base for around 40 employees and consists of the EMEA Supply Chain team, Finance and HR. We support several countries and have a lot of different nationalities in our workforce which brings an international flow throughout the whole office. Specifically for the Benelux region – we also have around 20 field-based people who pop into the office which makes the connection between different departments even stronger.
Your new role:
Within this role you will be focusing on our customer based in Belgium, primarily around the South West region including areas such as the provinces of Hainaut, Namur, Brabant Wallon.
Within this role you will be focusing on our customer based in Belgium, primarily around the South West region including areas such as the provinces of Hainaut, Namur, Brabant Wallon.
As a Field Engineer you will be a key member of the local account service team working with the Lab Specialists, Account Managers and Administration colleagues. You will work mainly at the customers' premises (hospital laboratories).
You will join a team of 7 experienced Field Engineers. You will be responsible for Installing, maintaining, repairing, and modifying equipment (hardware & software) for Ortho Clinical Diagnostics. Within your role you will be responsible for scheduling workload, modifications, and maintenance visits within territory to minimize system down time and maintain high level of customer satisfaction, to meet the key performance indicators (KPI’s) set by service contracts.
What you’ll be doing:
- Maintaining, modifying, upgrading, repairing & installing equipment (hardware & software) for Ortho Clinical Diagnostics.
- Meeting all designated Customer Satisfaction goals, supporting customer retention results.
- Responding to customer requests for service support and schedules together with the Ortho Care Supervisor /Service Manager.
- Training of customers on their maintenance responsibilities for Ortho Clinical Diagnostics equipment.
- Adhering to all governmental regulations/requirements as well as our own internal Compliance and Quality System.
- Following Ortho complaint handling procedures relative to complaint identification, documentation, resolution, and escalation.
- Contributing to opportunities for control of expenditure and revenue.
- Supporting Sales activity.
- Participation in the on-call rota system (Monday to Sunday). The responsibility is split between the team, so roughly once every four to five weeks you will be required to be on-call.
What you’ll need to succeed:
- A degree in electronics, electro-mechanical or equivalent qualifications is highly desirable. In addition to a minimum of 3 years’ working experience in equipment repair.
- Ability to speak French fluently is an essential requirement. We also require applicants to have good English & Dutch language skills.
- Ability to work remotely, and independently with assistance from experienced colleagues.
- A self-motivated team player, who can interact appropriately with peers, sales counterparts & customers.
- Availability for travel around assigned region
- Must possess exceptional communication skills, both written & verbal.
- Must possess a customer focus mindset.
- It is desirable that applicants possess a good understanding of laboratory networks & an IT affinity in general.
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