Vet Solutions Field Service Engineers provide technical support for digital X-ray, ultrasound, endoscopy, CT, and PACS equipment. This Scotland-based role primarily covers the Scotland territory, with national support provided when required. The expected workload split is approximately 80% regional coverage and 20% national support. Engineers respond to breakdowns, carry out planned maintenance on multi-modality equipment, and support equipment installations. Depending on job location, overnight stays may be required.
Key Responsibilities
- Full onsite support of customers imaging equipment. (Nights away may be required)
- Accuracy of customer information within SAP using our FSM Application
- Contribute to service revenue and growth.
- Ensuring customers & customer care teams are kept up to date through service repair process.
- Work with Service Engineers / support Service engineer through repair process to ensure Service call resolution.
- Utilising business processes to ensure that service and repair flows are at their most efficient and liaising with internal departments as required.
- Escalation to Service Engineers / Service Manager as required if unable to resolve service calls within turnaround times.
- Assisting Service Engineers / Lead Engineers as required.
- Assistance to account managers with preinstall checks as required.
- Work with Customer Care and Service Administrator teams to ensure customer issues are resolved.
- Ensure 5S standards are followed within service department and clean desk policy is adhered to.
- Working within Regional Teams to improve customer awareness and deliver outstanding customer service.
- Coordinating and installation of high-end imaging equipment such as CT and Small Animal DR systems.
Performance Criteria:
- Updating of Service reports no greater than 24 hours after site visit.
- Follow-up work passed onto relevant team while onsite / as soon as possible.
- Service warranty <2>
- Logging of labour hours >80% utilisation per month.
- Working to all Service, H&S and radiation protection processes in place.
- Accuracy of Service quoting.
- Escalation of Service issues within turnaround times.
- Participation in Service Team meetings/training when required
- Quarterly visits to head office to participate in CA meetings/training.
Education and Qualifications
- Educated to degree level in relevant Engineering discipline or minimum 3 years industry experience.
- Previous customer service experience, 3 years or greater.
Skills and Competencies
- An open and flexible approach to customer service is a key attribute.
- Ability to meet strict deadlines set by customers or management.
- Good methodical problem solver, analytical, logical approach.
- Enthusiasm to learn new skills.
- Good written and verbal communication skill.
- Understanding of X-ray principles.
- Understanding of Ultrasound principles.
- Understanding of Endescopy principles.
- Understanding of SAP /CoreSuite.
- Understanding of Service Processes.
- Understand of Microsoft Office software.
- Skills Matrix Level 5 on relevant products. (Minimum 6 products)
- Skills Matrix Level 6 on relevant products. (Minimum 2 products)
- Knowledge of basic electrical requirements would be a advantage including the use of power tools to support our installations.
Package:
Company Profit Scheme; Company Pension Scheme; Life Assurance Cover x 4 basic salary; Private Healthcare (single cover)
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