Job Summary

We are seeking a Field Customer Support Specialist (Field Service Engineer) to join our Microbial Solutions division, based out of Belgium. This role will primarily involve supporting our flagship instrument the Nexus automated Endotoxin testing system, as a member of the Field Customer Support team (Field Service team), while also providing assistance with the service, repair, and calibration of the CRL range of instruments as business needs arise visiting our customer sites. Reporting to the Regional Field Customer Support Manager and supporting the Customer Care organization, you will play a vital role in offering our customers exceptional support in the field. Your focus will always be on our customers ensuring that they have the capability to utilize our products fully. Having a customer centric mindset is one of the key attributes to being successful in this role.

Job Qualifications

• Ensure adherence to regulatory requirements and to departmental policies, practices, and procedures [SOPs, safety procedures and protocols].
• Build strong relationships cross functionally to support the achievement of the overall business objectives.
• Adhere to the company travel policy when required to travel on business
• Willingness to be flexible to suit our customers and business needs.
• Perform all other related duties as assigned.

The following are minimum requirements related to the Field Customer Support Specialist (Field Service Engineer) position :

• Degree or equivalent in Engineering or Life Sciences; Microbiology, Biology or Chemistry.
• 4+ years of related experience (Field Service, technical, laboratory or research); or equivalent combination of education and experience.
• Strong software skills and understanding of engineering
• Validation experience is an advantage
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Ability to ability to manage dairy schedule, trips, and administrative tasks independently and work in a fast-paced environment.
• Ability to travel as this is a field based role (within your region and over Europe)
• Fluent in English and French language

Responsibilities

• Deliver the necessary services and support as outlined by the technical skill set at the conclusion of the training program.
• Understand who the commercial team are in your region and begin to build a solid relationship to support revenue growth.
• Start working on customer activities in your area to help the business achieve its overall objectives and increase revenue while guaranteeing our customers business continuity.
• Solve complex technical issues and use all resources available to ensure customer experience is positive.
• Acquire the ability to gather customer insights and make sure that all pertinent data is distributed to the relevant stakeholders
• Co-ordinate tasks with all colleagues in the Field Customer Support team ( Field Service team) and the overall Customer Care organization to guarantee that procedures are synchronized to satisfy the needs of both the business and customers.
• Commuicate and build relationships with teams and individuals, cross functionally. Ensure that all issues are understood and communicated so that the appropriate support can be provided to our customers.
• Provide support and ensure ongoing communication with all stakeholders to ensure all goals can be achieved.
• Achieve all KPI’s as set out by the business.
• Fully utilize the software tools provided to you by the company so that you can provide an excellent service to our customers and all relevant data to the business.
• Participate and contribute to any internal or external meetings that you need to attend.
• Prepare, plan and organize your field activities every week, so that you are in the best position to support our customers fully.
• Drive the onboarding of new customers by installation, training, and on-site validation/application support.
• Build relationship with customer to support their onboarding program, communicate available products and services which contributes to successful product implementation as well as customer satisfaction.
• Assist Account Management with presenting global capabilities, qualifying leads, demonstrating added value, and closing new business opportunities by providing scientific/product support during sponsor teleconference calls, demo, field visits and at scientific trade shows.