Field Services Engineer

AliveDx is recruiting for two GTS Field Service Engineers to join the Technical Service team based in the UK. We are searching for one Engineer to be located in the South (preferably in close proximity to the M4 corridor) and one Engineer to be located in the North (around Lancashire and Yorkshire).

The roles are full time, permanent positions.

YOUR MISSION

Your main responsibilities will include:

• Resolve 1st or 2nd Level customer questions and/or problems involving the AliveDx MosaiQ™ solution.
• Investigate difficult questions or complaints provided by 2nd Level (3rd Level activity).
• Manage RMAs (Return Material Authorization) process with customer and partners.
• Communicate regularly with customers to learn about their business challenges and requirements.
• Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a “first time fix”.
• Transfer and follow-up of complaints root cause determination in collaboration with Post Market Surveillance (PMS), R&D and Production when needed (if investigation requires deeper analysis).
• Assist field service engineers with troubleshooting the most difficult problems in high pressure situations.
• Participate in risk analysis as part of customer complaint investigations.

QUALIFICATIONS & EXPERIENCE

Minimum of an HND degree in Engineering or a similar field

2+ years of experience as a Field Service Engineer or Technical Support Engineer

YOUR COMPETENCIES

• Experience with and/or certified in regulatory environments GMP and ISO13485.
• Knowledge of IT, networking TCP/IP, security.
• Knowledge and experience of implementing LIS (Laboratory Information System) connectivity using protocol ASTM or HL7 is required.
• High degree of technical competence & confidence.
• Proficiency with personal computer, e-mail, and Microsoft Office programs.
• Effective customer consultative skills which include, exceptional customer engagement, a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
• Exceptional analytical approach to problem solving and troubleshooting.

WHAT WE OFFER

• A highly dynamic and growing environment.
• An opportunity to live your passion for intrapreneurial mindset, where cultivating innovation and customer centricity are at the heart of everything we do.
• A flexible working environment where applicable and a range of core and flexible benefits ranging from private medical cover, life assurance, additional annual leave, cycle to work, technology, experience days and access to marketplace discounts.

Interested? We look forward to receiving your application.

Closing date: January 23, 2025

AliveDx is an equal opportunity employer and welcomes applications from all qualified individuals regardless of nationality, sex, disability, region/belief, sexual orientation or age. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on competences, performance and business needs.