About the Role
This position works out of our UAE location in the company Core Labs division. It aims to empower smarter medical and economic decision making, transforming the way people manage their health at all stages of life. Every day, over 10 million tests are conducted on the company’s diagnostics instruments, providing critical lab results for millions.
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What You'll Do
- Perform installation, maintenance, and troubleshooting of ADD instruments, ensuring high customer satisfaction in a defined territory.
- Resolve minor reagent problems and be available for additional service projects as requested by the Service Manager within and outside the region.
- Demonstrate operational capabilities of the biomedical instruments and achieve assigned Service Sales Targets.
- Maintain professional representation of the company to develop and preserve customer relationships.
- Support colleagues within the department and cross-functionally by offering consultation, coaching, and counseling when needed.
- Conduct emergency repairs and preventative maintenance at customer sites.
- Implement modifications and engineering updates at customer locations.
- Provide customers with instructions on changing instrument parts and applying related software.
- Prioritize service calls within assigned areas and prepare detailed documentation for each service call.
- Sell service agreements and renewals while troubleshooting operator and application-related issues.
- Identify customer dissatisfaction and implement corrective actions.
- Facilitate major product upgrades related to the assigned product group and monitor spare parts usage and inventory according to company standards.
- Develop ideas and action plans to enhance service department operations and customer satisfaction while ensuring compliance with quality system requirements.
General Responsibilities
- Comply with company policies and procedures, maintaining ethical goals in quality and customer service.
Accountability
This role significantly impacts customer satisfaction with company products, requiring effective communication with company users. Ineffective performance can negatively affect market share and product sales.
Know the Business
- Understand customer needs and market conditions; make informed decisions based on logical experience and identify trends and problems.
Drive for Results
- Set ambitious goals and achieve them with quality focus, using performance indicators for assessment and self-improvement.
Innovation
- Generate innovative ideas and initiatives to enhance customer satisfaction and improve service department effectiveness.
Teamwork
- Foster a positive teamwork environment within the service department and collaborate with sales and marketing to synchronize efforts toward achieving company goals.
Required Qualifications
- Bachelor’s Degree in Biomedical Engineering.
- 5-10 years of experience in a related field (experience with company instruments is advantageous).
- Knowledge of diagnostics market; strong electronic, mechanical, and chemical knowledge.
- Proven track record in a similar position, with management and customer references.
- Successful customer engagement, particularly with key stakeholders and lab staff.
- Strong business functions service delivery process skills.
- Excellent communication, coaching, and training skills.
- Proficient in analytical tools and software.
Benefits
- Career development opportunities with an international company.
- Recognition as a great workplace and employer for diversity and inclusion.
- Supportive work environment focusing on personal growth.
Contract and Travel
- Work shift: Standard.
- Travel: Not specified.
- Medical surveillance: Not applicable.
- Significant work activities: Not applicable.
