Field Service Engineer

Job Purpose

Vet Solutions Field Service Engineers provide technical support for digital X-ray, ultrasound, endoscopy, CT, and PACS equipment. This Scotland-based role primarily covers the Scotland territory, with national support provided when required. The expected workload split is approximately 80% regional coverage and 20% national support. Engineers respond to breakdowns, carry out planned maintenance on multi-modality equipment, and support equipment installations. Depending on job location, overnight stays may be required.

Key Responsibilities

· Full onsite support of customers imaging equipment. (Nights away may be required)

· Accuracy of customer information within SAP using our FSM Application

· Contribute to service revenue and growth.

· Ensuring customers & customer care teams are kept up to date through service repair process.

· Work with Service Engineers / support Service engineer through repair process to ensure Service call resolution.

· Utilising business processes to ensure that service and repair flows are at their most efficient and liaising with internal departments as required.

· Escalation to Service Engineers / Service Manager as required if unable to resolve service calls within turnaround times.

· Assisting Service Engineers / Lead Engineers as required.

· Assistance to account managers with preinstall checks as required.

· Work with Customer Care and Service Administrator teams to ensure customer issues are resolved.

· Ensure 5S standards are followed within service department and clean desk policy is adhered to.

· Working within Regional Teams to improve customer awareness and deliver outstanding customer service.

· Coordinating and installation of high-end imaging equipment such as CT and Small Animal DR systems.

Performance Criteria

· Updating of Service reports no greater than 24 hours after site visit.

· Follow-up work passed onto relevant team while onsite / as soon as possible.

· Service warranty <2% monthly.

· Logging of labour hours >80% utilisation per month.

· Working to all Service, H&S and radiation protection processes in place.

· Accuracy of Service quoting.

· Escalation of Service issues within turnaround times.

· Participation in Service Team meetings/training when required

· Quarterly visits to head office to participate in CA meetings/training.

Education and Qualifications

· Educated to degree level in relevant Engineering discipline or minimum 3 years industry experience.

· Previous customer service experience, 3 years or greater.

Skills and Competencies

· An open and flexible approach to customer service is a key attribute.

· Ability to meet strict deadlines set by customers or management.

· Good methodical problem solver, analytical, logical approach.

· Enthusiasm to learn new skills.

· Team player is essential.

· Good written and verbal communication skill.

· Calm under pressure.

· Understanding of X-ray principles.

· Understanding of Ultrasound principles.

· Understanding of Endescopy principles.

· Understanding of SAP /CoreSuite.

· Understanding of Service Processes.

· Understand of Microsoft Office software.

· Skills Matrix Level 5 on relevant products. (Minimum 6 products)

· Skills Matrix Level 6 on relevant products. (Minimum 2 products)

· Knowledge of basic electrical requirements would be a advantage including the use of power tools to support our installations.

Package: Company Profit Scheme; Company Pension Scheme; Life Assurance Cover x 4 basic salary; Private Healthcare (single cover)

Applications to ***email_hidden***