Field Service Engineer

This role is working in a fast-paced and dynamic environment. Field Technical Service team who are the first point of contact for service-related queries and advice from Service associates, BCTR departments and CP (Channel Partners)/dealers. 
This role will provide second- or third line troubleshooting for the Turkey, Azerbaijan and SEE Country customers using available tools and remote diagnostics to hand. 
As a Field Technical Service will be required to improve the customer service experience by taking ownership of customer issues and follow problems through to resolution. 
Key Responsibilities:

To have an excellent working partnership with the Field Technical Service, Service associates, BCTR departments and CP (Channel Partners)/Dealers. 
Provide first line troubleshooting on "Automation or/and Chemistry or/and Hematology or/and Immunoassay or/and Immunohematology or/and Informatics or/and Microbiology or/and Urinalysis" platforms. Providing hardware, software and applications troubleshooting to users of Beckman Coulter equipment. 
Conduct Product related training to customers both onsite and remote as required. 
Adhering to customer focus strategies to achieve business goals, increase customer satisfaction and position Service Support as a positive sales differentiator in an ever-increasing competitive market. 
Keep accurate records and document customer service actions and discussions as well as housekeeping on all service CRM (Customer Relationship Management – Service Max, Oracle etc.) and systems 
Apply best practices to all areas for sustained improvement, using DBS tools. 
Utilize and develop service procedures, policies and standards to drive success. 
When required perform customer visits or dealer inspection. 
Knowledge / Competencies and Behavior 
Bachelor's/associate degree in a relevant subject or minimum of 3 years at a second-level technical role. Higher education is preferable in relevant technical subject. 
Personally, accountable and takes ownership, with an aptitude for problem-solving. 
A self-motivated and dedicated individual who has an enthusiastic approach to customer service and has excellent communication and interpersonal skills. 

Able to multi-task. Ability to communicate well with all personnel (internal & external associates, customers). 
Continuously seek to add value to the services provided and achieve first time fixes, leading to reduced breakdown times, lower costs to customer, thus gaining customer satisfaction and retention. 
IT literate, good knowledge of Microsoft office products & confident with other IT applications. 
Adhere to all company policies and procedures. 
 

This position may require of travel around the Turkey and SEE Countries when required. 
Full time, role is office based but opportunities for remote position considered Provides technical support via phone or email to Customer and internal functions (engineers, technicians, and product support personnel).

This is via diagnosing, troubleshooting and debugging complex electro/mechanical equipment, automation systems, computer systems, complex software, or networked and/or wireless systems. 
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software, providing coordination support to schedule and dispatch Field Service Engineers to customer sites. 
Assists as a mentor in repairs and/or updates products.
Upper Intermediate (B1) English Level is requirement, communicate easily and spontaneously in a clear and detailed manner.

Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

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