Job Title: Field Service Engineer, MENA
Reports To: Head, Customer Service, METAM & SWA
Location: UAE (Dubai)
Purpose of this Position
Primary purpose of this position is to support the Beckman Coulter LS installed base in MENA region . The individual must provide strong Field service support for Pre-Installation, Installation and post Installation requirement to the Automation, Flow, Centrifugation and Particle Characterization products in UAE and escalation service support in rest of the MENA region, as needed. The person shall strive to consistently exceed customer expectations, drive growth of instrument service agreements and service revenues and also meet the expectation and requirement of Field service deliverables(KPI). The individual in this position will work cross functionally and demonstrate teamwork at all levels that would help achieve positive results in the organization. This role’s primary focus shall be in technical domain while would also have to support Service P & L initiatives (Revenue, contract, Wraranty conversion etc). The individual will continue to directly service customers while also shall be collaborating with stake holders within Beck-LS MENA, Beck LS Service-METAI and Global Tech Support to drive resolution of customer issues with speed and thereby improve customer experience.
Direct service and support. This role will require travelling for 30 % of time. Engage in cohesive cross-functional work atmosphere with positive attitude. Through strong customer satisfaction skills, and employing various tools, help improve Beckman Coulter customer experience, and drive Service KPI’s (Operation and growth) Excellent follow-up skills to ensure customer expectations are exceeded and close all outstanding issues. Ownership of resolution/mitigation of customers and/or escalations is a core responsibility that includes significant direct communication with distributors and customers.
Strong Technical capability
Good communication and listening skills
Know-how of basic commercial terms to be able to review parts and contract orders
Understanding of Service delivery KPI’s , revenue and inventory turns, etc.
Humility and Integrity, appreciate the diverse social norms and practices and respond accordingly.
Field Service experience in Life Science or Diagnostic product/technology or related field.
Bachelor degree or equivalent, or proven track record with Beckman Coulter in areas of core competency (Technical capabilities and Customer service)
Three to five years of technical experience with good analytical skills
Working knowledge of basic Computer Programs (MS Office - Excel, Word, PPT)
Good interpersonal communication skills
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .