🌎
This job posting isn't available in all website languages

Technical Escalation Support

📁
Technical Service
📅
1434 Total Views
JOB PURPOSE
 

To provide a high level of technical guidance, support and Service training to Field Service Engineers, Technical Dealers, Technical Support, Hologic Personnel and customers on the installation, repair, or enhancement of hardware and or software products installed within the Hologic Europe area (including dealer’s areas).

 
 
  • Field Service Organization Technical Support
  • Provide technical phone support for Field Service Engineers Hologic, Technical Dealers and Technical Support associates and customers as 2nd level support
  • Provide on-site technical support to FSE’s as necessary through call escalation
  • Perform co-travel to evaluate FSE performance and feedback information to enhance Tech Service training offerings
  • Conduct training to Customers, Hologic and Technical Dealers FSE’s, TAS, Technical Support and other departments
  • Work closely with Technical Service group in US in order to develop and implement product improvement/changes within Europe and its technical trained Dealers
  • Create/assist and disseminate technical service bulletins, service notes, service manuals, RCO, service spare parts documentation, installation and repair documentation within the European Service organization and Technical Dealers
  • Maintain up to date with current releases of service documentation and resolution of technical service issues
  • Provide Field Service feedback (reports and data) to other departments for the purpose of customer requests, continuing engineering and complaint analysis and product improvement
  • Involved in the continuous improvement of the field performance by being a channel of distribution of information, being the link between the EMEA field organization and the US team
  • Maintain and generate instrument performance and reliability data reports when needed
YOUR KNOWLEDGE, SKILLS & EXPERIENCE
 
  • Ability to self-motivate and self-direct on routine duties is required
  • Fluent verbal and written English skills essential. Any additional language is preferable
  • Ability to travel is required
  • Excellent organizational skills and attention to detail
  • Excellent computer literacy skills.  Microsoft Office, working knowledge of various troubleshooting/analysis tools (tiny click, Macros, Data Acquisition/Lab View, visual basic, etc.)
  • Ability to effectively interface with customers over the phone
  • High level of customer satisfaction through responsive behavior and professional attitude
  • Ability to work effectively in a fast-paced, multi task and demanding environment
  • Working knowledge of clinical/medical laboratories preferred
  • Regulatory compliance experience preferred; i.e. ISO
  • Related experience and/or training in technical service, engineering or technical manufacturing support
  • Electro-mechanical and optical experience 

Previous Job Searches

Similar Listings

Belgium

📁 Technical Service

Belgium

📁 Technical Service

Belgium

📁 Technical Service