Provide installation, debugging, maintenance, repair, and upgrading of products at assigned sites. Support Sales with pre-sales activities including but not limited to demonstration system setup and configuration, trade shows, and tender responses. Provide technical support services to customers and Hologic distributors by providing both on-site and off-site service as needed. Provide 24/7 coverage to distributors / customers within 24 hours of notification.  Ensure frequent & fluent communication with customers and distributors to enhance customer satisfaction. Manage Service Key Performance Indicators (KPIs) including Net Promoter Scores (NPS) by reviewing trends, suggesting changes for improvements, and achieving results. Review distributors’ / partners’ Service capabilities through tracking training completion / needs and monitoring escalation rates. Become a technical expert on assigned products and train other less experienced direct and/or distributor engineers Schedule and manage preventive maintenance and unscheduled visits to installed base sites. Complete work reports timely and document repair / resolution of customer complaints. Determine correct inventory levels of spare parts with supply lines, manage exchange of parts and ensure to return required parts to the factory timely Handle service business developments and follow up with payments when required. Document repair / resolution of customer calls in CRM system and escalate issues to management as needed. Work with application team to resolve quality issues and advise of issues and developments. Advise management of issues and developments Ensure instrumentation is in compliance with regulatory requirements and quality control standards.

 

Requirements

Bachelor’s degree in Bio-Medical Engineering, Electronic Engineering, computer science or related technical discipline is required. At least 10 years of experience in a field service position working with customers to resolve problems related to diagnostic related medical equipment preferred. Strong computer literacy. Able to travel and work independently. Must be capable of multi-tasking, setting priorities and scheduling work activities. Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments. Position requires the ability to be “on call” after normal working hours. Excellent communication and interpersonal skills, including excellent English skills (spoken & written) Must be able to lift a minimum of 50 pounds.

By submitting your application and resume for this position, you acknowledge and agree to the following:

Collection of Personal Data: You understand that [Company Name] will collect and process personal data you provide in your application, including but not limited to, your name, contact details (email, phone number, address), employment history, educational background, skills, and any other information contained within your resume or cover letter. Purpose of Collection and Processing: Your personal data is collected and processed solely for the purpose of evaluating your suitability for the position you have applied for, and for potential future employment opportunities within [Company Name]. This includes, but is not limited to, assessing your qualifications, contacting you regarding your application, conducting background checks (with your further consent, if required), and verifying your information. Data Retention: Your personal data will be retained for a period of [e.g., one (1) year, two (2) years, or a specific duration in line with your company policy and legal requirements] from the date of your application. After this period, your data will be securely disposed of, unless you provide further consent for us to retain it for a longer duration for future job opportunities. Data Sharing (if applicable): Your personal data will be treated with strict confidentiality. It may be shared internally within [Company Name] with individuals involved in the recruitment process (e.g., hiring managers, HR personnel). We will not share your personal data with third parties unless required by law or with your explicit consent (e.g., for background checks conducted by a third-party vendor, in which case separate consent will be sought). Your Rights: To exercise you rights under applicable data privacy laws, or if you have any questions or concerns about our data privacy practices, please contact [Your HR/Data Privacy Contact Email Address] or [Your HR/Data Privacy Contact Phone Number].

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