Job DescriptionBe part of something bigger!BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care.
We have over 65, employees and a presence in virtually every country around the world to address some of the most challenging global health issues.
The Field Service Engineer Lead will support our vision to become the partner of choice for customer focused solutions by using their experience to effectively resource, plan and deliver field service in their country.
Provide operational oversight on field activities to ensure efficiency is at the heart of our service delivery, improving the customer experience.
The FSE Lead supports the Service Manager, acting as a conduit between the field, office, and management functions in ensuring operational activities across the field service team are conducted optimally.
proposing training requirements of the team, supporting the rollout of Field Corrective Notices, upgrades and the Preventive Maintenance distribution always ensuring experiential opportunities sought to support the development of FSEs.
Usethe experience to coach other field engineers particularly around systems and process compliance also acting as a mentor to incoming members of the team.
Other Key Responsibilities : -Alignment of the Technical Support strategy : Develop approach to implement plans in support of technical support strategies by ensuring continuous improvement of customer satisfaction.
Implements and manages service agreements and sellable service offerings to customers. Responsible for measuring service performance and effectiveness of services providePeople Management : Supervise Field Service Engineers, monitor their performance, provide guidance and support for all functional aspects (technical, interpersonal, and commercial aspects).
Reviews and recommends training requirements for BD and Distributor FSAs / FSEs to meet install base requirementsField Operational Management : Manages territory of instruments performing repair, maintenance, installation & upgrades.
Systems and process exemplar (SMAX), leading compliance across team and conducting training on service processes. Supports development of service and process capabilities of local BD and distributor field service team.
Supports rollout of FCNs, ensuring accurate completion and reporting results to relevant collaborators. Preparing all collaborators for rollout of hardware / software upgrades in field.
Responsible for daily field technical service operations, for monitoring capacity and workload, for assigning territories, and for measuring compliance to customer service level agreements.
Ensure implementation of escalation process defined by the Technical Service Manager. Provide technical support to customer, by investigating, diagnosing, and trouble-shooting customer problems remotely, or if necessary raising to expert team for support.
Provide on-site technical support for customers in a specifically predefined territory according to Service level agreements.
This includes installation, testing and qualification, repair and maintenance of BD instruments. Provide leadership on technical projects within their territory to guarantee the efficient and successful implementationBudget management- Plan, manage, develop, and monitor revenue budget, forecast financials about headcount, instrument spare part consumption & inventory, capital expenditures, operating supplies and labor for the region in order to meet the regional targets by driving productivity, eliminating redundancy and improving the leverage from existing capabilities.
Review and analyze Technical Service operations and performance, institute necessary changes to ensure productivity & cost control.
Functional Administrative Task : Manage personal and team related administration, as required by the company and the Technical Service Manager e.
g. Travel Approvals. Accountable for the data quality, timeliness and accuracy install base in service max.This role expects at least 70% time to be used in regular field service activities, up to 30%-time team managementAbout You : -At least 5 years work experience in customer service or related roles in & direct role in delivering technical service preferably within the medical devices industry.
Bachelors university degree is preferred electrical, mechanical, or biomedicalProficient in Microsoft Office advance levelProficient in people management and career development of team members.
Strong problem-solving skillsAbility to work in a matrix organizationFluent in English (reading, writing, verbal) - Ability to communicate effectively, considering the comprehension levels of parties to whom the communication is addressed.
Ability and willingness to undertake regular travel within South Africa and outside South Africa when necessary.Demonstrates ability to effectively lead initiatives, support others in everyday performance by coaching and training, offering ongoing support and acting as a role model.
Being accountable & responsible as being a member of a wider BD team, providing solutions and introducing corrective actions when needed.
Ability to be flexible and agile in keeping up with customer needs; is on the cutting edge of defining their next level of expectations and working to exceed them.
Going above and beyond to meet customer needs, always maintaining can-do attitude, proactively responding to customer feedback, and offering solutions, demanding excellence in all service provision.
Proactively builds knowledge and skills of self and others, to increase value / contribution to the company and to ensure personal and professional growth.
Results driven and committed towards goals. . Consistently strives to achieve challenging goals and objectives whether individually or through others.
Ability to identify and initiate working relationships and to develop and maintain them in team environment and in relationships with various collaborators.
Work effectively with others, be an active contributor and support other team members.