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    Field Service Engineer III - Melbourne, Australia - I-Pharm Consulting

    I-Pharm Consulting
    I-Pharm Consulting Melbourne, Australia

    Found in: Talent AU C2 - 6 days ago

    Default job background
    Full time
    Description

    Position Available

    Field Service Engineer III - LC/LCMS & IC

    Role Summary

    • Carry out the Installation, maintenance, operational training and support of a range of LC/LCMS & IC instruments in a professional, reliable and customer orientated manner
    • Responsible for meeting customer SLA and internal critical metric objectives for all service episodes
    • Achieve service revenue budget by encouraging company products, developing strong customer relationships and working closely with commercial and operations teams
    • Be highly responsive and proactive in dealing with customer's needs and maintain close and effective relationships with Company Sales, Marketing and Service teams to assure quality outcomes for all issues raised
    • Field based role involving travel

    Location

    Melbourne, Victoria

    Benefits

    • Car allowance
    • 11% superannuation of base + car allowance
    • Hybrid /work from home flexibility when not travelling on site
    • Service ANZ company bonus structure

    Job Description

    • Perform in accordance within ISO9001 / ISO9002:1994 Quality Standard
    • Work with Service Operations staff to efficiently lead field service activities and complete administration requirements to support the business
    • Perform to designated SLA goals for customer call back, on-site response and time to resolution
    • Promote and develop Technical Service capability by actively providing product training to customers and staff to ensure Company equipment is optimally supported.
    • Take ownership for customer satisfaction for services performed - liaise with Service Operations and Technical leads for service critical issues and follow up with customers on fault resolution.
    • Maintain sound knowledge regarding the technology and customer's application demands
    • System level approach to problem solving with an analytic mentality and a strong aim to resolve open issues
    • Work in accordance to all relevant certification and regulatory requirements such as NATA, ISO, Electrical Safety Acts and OH&S.
    • Handle the service process from allocation to completion, including the management of spare parts, service reports and billing summaries on the Astea service system so that invoicing is accurate and critical metrics are met.
    • Sales Support - Assist the Sales Team with technical information, training and demonstrations as agreed with your manager.
    • Help the team achieve sales and margin (gross) targets for designated product portfolio/territory
    • Actively seek out new opportunities to grow customer's service and sales, so that budgets are met and exceeded.
    • Chip in and make recommendations for the continual improvement in the procedures, quality, and efficiency of Technical Service

    Requirements

    • Experience in the routine operations of LC/LCMS & IC systems is essential
    • Tertiary qualification in a Scientific (chemistry/physics) / Electronic / Electrical Engineering, Chemistry or a science related field required.
    • Minimum of 3 years of meaningful experience in a similar position
    • Experience within the scientific market and/or familiarity with scientific products is required.
    • Experience in a technical support / service support role is preferred.
    • Valid Australian Driver's License
    • Proficient in Microsoft applications including Microsoft office.

    i-Pharm Consulting is a specialist Recruitment Company servicing the global Life Sciences industry.
    We provide both permanent and contract staff to a wide range of Pharmaceutical, Medical Device, Biotechnology and Contract Research Organisations (CROs).
    i-Pharm has specific expertise in Clinical Research, Sales & Marketing, Medical Affairs, Regulatory Affairs, Pharmacovigilance, Quality Assurance, Supply Chain & Logistics and Bioinformatics.

    www.i-

    TO APPLY

    If you would like to discuss this vacancy further, please call call Recruitment Consultant Gemma Weir on or email (with your most updated resume attached) -
    If this role is not suitable, Gemma is also available to discuss other possible positions or answer any general questions regarding your career and the current market.

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