Field Service Support Specialist

This position works out of the Dammam location in the Core Diagnostic Division, focusing on providing essential support and troubleshooting for customers related to assay, application, operator, system, and instrument queries.

Job Responsibilities Include:

• Acting as the primary contact to assist customers via phone or email, ensuring effective troubleshooting using remote diagnostic tools.
• Performing telephonic troubleshooting with customers and field service personnel regarding reagent and instrument issues.
• Dispatching field service engineers (FSEs) when necessary and managing service calls efficiently to enhance customer satisfaction.
• Conducting initial assessments of analyzer, operator, application, or reagent problems, and facilitating in-field support when required.
• Evaluating customer interactions to identify any potential reportable events and communicating urgent matters related to medical events promptly.
• Maintaining detailed documentation of customer interactions and issues within the Call Management System, and reporting critical incidents to management for follow-up.

Who You Are:
Education & Skills Needed:

• Bachelor's degree in Medical Technology or Biomedical Engineering.
• Proficiency in English and Arabic.
• Strong problem-solving and troubleshooting abilities.
• Familiarity with basic computer applications (Excel, Word, PowerPoint) and IT/networking knowledge.

Background:

• Understanding of the diagnostic market, particularly in Immunology and Clinical Chemistry Products and familiarity with IVD regulations.
• Strong engagement skills with lab staff and a collaborative team-oriented mindset.
• Excellent time management, organization skills, and a keen attention to detail.

Required Licenses:

• Registration with Saudi Council of Engineers (SCE) or Saudi Commission for Health Specialties (SCHS) preferred.

Work Shift:

• Standard hours, with travel details not specified; medical surveillance is not applicable.