Retina Pharmaceuticals is a reputable and dynamic company that represents globally recognized suppliers and specializes in trading high-quality diagnostics, life sciences solutions, ophthalmic products, water treatment solutions, and related products and services. Our business scope supports major fields of scientific and medical endeavors that are essential to the progress of our society and the betterment of mankind. Our personal motivation is to offer our customers the best quality solutions.

Job Summary:

We are seeking a Field Service Engineer who will be responsible for providing technical support to our customers. The Field Service Engineer will receive cases, contact clients, provide site-level technical support or telephonic support, and coordinate the resolution of cases within the agreed-upon service level agreement or deadline. This position requires a high level of accountability for resolving cases and ensuring customer satisfaction.

Key Responsibilities

• Provide technical support on site by coordinating appointments to resolve cases with the key contact at the customer, organizing required parts and equipment, and providing support within the deadline/SLA.
• Receive a notification when the work order is assigned and should accept the assignment of the work order.
• Install products at customer sites according to product-specific installation guides
• Perform any necessary qualifications required for the product installation
• Troubleshoot and resolve any issues that arise during the installation process
• Maintain accurate records of work completed, time spent on each job, and any issues encountered during installation
• Work collaboratively with other team members to ensure timely completion of installations
• Coordinate the resolution of escalated technical cases by identifying issues that require escalation, referring to the appropriate escalation process, providing feedback to customers, internal sales, and line manager, following up until resolved and closing cases within customer expectations.
• Follow up with customers after cases are closed by contacting clients via telephone or email, verifying the case is fully resolved, reopen/open cases if the issue is reoccurring, and resolve within the deadline.
• Proactively provide technical support to customers by receiving ad-hoc customer support requests while onsite, after hours, etc.
• Proactively resolve customer issues by conducting courtesy visits, identifying potential issues, and resolving and taking preventative action at all times.
• Maintain Total Quality Management systems throughout his/her activities to ensure that the best possible products and services are provided to customers.
• Regularly develop a report for the service manager and ensure their approval.
• Always adhere to the implementation of policies and procedures to ensure that the company complies with all quality, health, safety, and environmental and other regulatory requirements
• Perform any other duties assigned Service Manager.

Impact of Results: • Effectively install, maintain, and troubleshoot products at customer sites within agreed TAT to ensure customer satisfaction and efficient product performance.

Requirements

Competencies:

The successful candidate will have:

• Strong interpersonal and communication skills
• Target driven and able to work independently
• Analytical and problem-solving ability
• Passion to proactively provide a high standard of customer service

Education: B.Sc. in Electrical and Electronics Engineering or B.Sc. In Bio Medical engineering from a recognized university.

Experience: Fresh Graduate and above