Technical Service Engineer - Europe - UK

Recruiter
T2 Biosystems
Location
London
Salary
Competitive
Posted
12 Aug 2017
Expires
14 Aug 2017
Sector
Engineering
Contract Type
Permanent
Tracking Code 348-093 Job Description

Technical Service Engineer - Europe must be an energetic, entrepreneurial individual ready to join our commercial organization. This role reports directly to the Senior Director of Service and Support. The individual will manage and support the development and execution of market specific objectives, strategies and tactics to support the sales and implementations of instruments and consumables into hospital microbiology and molecular laboratories as well as support/drive distributors to do the same. The successful individual will manage a holistic customer experience, including both service and applications support.

Responsibilities:

  • Build, foster, and maintain positive customer and distributor relationships, coordinate and collaborate with various functional areas and departments within each site to ensure successful customer adoption of T2 Biosystems' products
  • Drive implementation and utilization of T2 Biosystems products through active customer training (lab and phlebotomy) and troubleshooting, coordination of test usage protocols in hospitals and labs, execution of physician education, development of economic models, and definition of patient selection criteria
  • Meet and exceed assigned instrument and consumable service and support goals within the assigned territory both direct and through assigned distributors
  • Provide worldwide technical and logistical support for Field Engineers, Field Service staff, Tech Support staff and customers.
  • Provide Field Service feedback to other departments for the purpose of continuing engineering, complaint analysis and product development.
  • Create and disseminate technical updates as necessary.
  • Troubleshoot process and product issues and provide recommendations for improvements.
  • Perform complex troubleshooting and repairs on field and internal T2 Biosystems instrumentation
  • Perform co-travels with Direct and Distributor FEs on a worldwide basis.
  • Provide application support to T2 Biosystems' customers, trainers, field engineers, and other team members in order to ensure customer satisfaction.
  • Conduct technical instrument training to the service and support team
  • Communicate product improvements, latest troubleshooting techniques, configuration instructions and supply documentation.
  • Discuss training expectations & implementation timeline to accommodate training.
  • Discuss installation requirements (delivery timelines, samples, supplies)
  • Escalate all critical product performance issues and / or customer concerns to management in a timely fashion.
  • Ongoing Technical Assistance - when necessary provide technical assistance for customer issues and/or confirm that the customer has properly received resolution.
  • Assist with the development of application content for in-house training and help perform software upgrades.
  • Assist with or write documentation to enhance technical bulletins, user guides, procedures, and technical manuals involving software or applications.
  • Complaint reporting.
  • Actively utilize Salesforce.com database to provide accurate sales forecasting and other territory management activities
  • Perform other responsibilities as necessary in support of overall customer needs and/or to drive company success

Skills and Experience:

  • BS/MS in a related engineering field
  • English speaking, multilingual preferred
  • Located in or near London and a major airport
  • Experience supporting Distributors to successful achievement of instrument implementations
  • Experience in implementing new diagnostic systems in laboratories and experience training lab technicians on appropriate techniques
  • Strong verbal and written communication skills; strong presentation skills
  • Computer proficient particularly in the MS Office and Salesforce.com environment
  • Self-motivated, success oriented and demonstrated collaborative, patient
  • 2-5 years of experience as a Field Engineer in the medical in vitro diagnostics assay industry.
  • Experience with troubleshooting laboratory equipment, including performing instrument repair work.
  • Demonstrated interpersonal and diplomacy skills.
  • Excellent communication skills both verbal and written.
  • Presentation and training skills.
  • Proficient computer skills.

In addition, you will need:

  • Willingness to travel 75%-100%-in Europe and in the United States
  • Valid Driver's License
Job Location London, , United Kingdom Position Type Full-Time/Regular