Infinity Advanced Technology Solutions P.L.C. (IATS) is a leading medical and IT equipment distributor and technical service provider in Ethiopia. Currently the company needs to hire qualified personnel for the following position:

Position: Senior Field Service Engineer (SFSE) Or LCS Modality Leader (ML)

Summary of the Job:

 SFSE/ML is responsible for leading/supervising the team and driving customer satisfaction through Service Excellence. SFSE/ML is also responsible to perform on time and accurate Installation, Corrective Maintenance, Preventive Maintenance and other technical tasks in one or more designated modalities of equipment.

Roles and Responsibilities:

 Technical Task

·        Complete on-time and accurate installation, corrective/preventive maintenance and field modification instructions (FMIs) on designated equipment.

·        Follow all Field Modification Instructions and/or Instrument Service Information bulletins.

·        Order and manage repair parts cycle times.

·        Perform job assignment with in the delegated modality

·        Assist Logistics with pre shipment/Customs inspection

·        Maintain tools and test equipment properly and ensuring they are calibrated

·        Comply with Health and Human Services, Environment Health and Safety and/or all other applicable regulatory requirements

Reporting and Communication

·        Effectively communicate and partner with teammates, colleagues and supplier whenever it is needed/requested.

·        Effectively communicate with customers to ensure resolution and proper follow-up, leading to customer satisfaction

·        Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.

·        Fill and record all task performed properly using appropriate documentation for the task as per the SOP such as NC form, service report, Installation report, PM, FMI and Installation checklist

·        Prepare operational plan and report to TOM/TSM

·        Compile weekly report and prepare weekly evaluation of FSE

·        Prepare Semi-quarter-based performance evaluation of FSE

System Implementation

·        Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner

Capacity Building Activities

·        Work as a member of the technical services team to provide efficient service delivery to all accounts within assigned area.

·        Operate with goal and objective by incorporate knowledge and skill mixes for expected Service.

·        Actively participate to work beyond the focus area.

Sales and Marketing 

·        Serve as a member of the account community for key accounts. Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities, and assist with promoting and implementing revenue programs.

·        Keep up to date with competitor information and market trends. 

·        Work as Lead Service Engineer on specific modalities and assigned projects.

·        Understand Infinity product line and do promotion while providing service. 

·        Understand the medical equipment need of a customer on assigned facility during service provision, proactively engage with customer and understand the demand.

·        Identify system required, decision maker, Hospital bed size, budget, expected system arrival date

·        Narrate technical specification requirement for a customer by aligning with respective sales representative.

·        Do proper introduction between customer and infinity sales to covert opportunity into sales

·        Register the opportunity on CRM

·        Assist Sales Team by giving technical advice on respective modality during Ordering, clearance and shipment.

·        Do Tender compliance sheet (If assistant needed and availability of FE confirmed by TOM/TSM)

·        Assist Marketing team by Identifying the hospital current equipment list with competition brand and model. Fill out marketing survey while providing Service. (If assistant needed and availability of FE confirmed by TSM)

·        Collect Customer Satisfaction Survey whenever it is requested.

·        Submit weekly reports Ontime to TSM/TOM

·        Participate in additional tasks to achieve the project goal as a department and company.

·        Demonstrates good judgment, critically evaluates information, weighs alternative courses of action and anticipates the impact of decisions on staff and the organization;

Quality Specific Responsibilities:

·        Aware of and comply with the Infinity Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position

·        Complete all planned Quality, Compliance and Technical training within the defined deadlines

·        Identify and report any and all customer/personal quality or compliance concerns immediately

·        Ensure timely dispatch closure

·        Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible

·        Ask for mentorship & guidance in order to ensure compliance with all of the above whenever it is needed.

- Frequent field travel

Job Requirements

Qualifications/ Requirements

Education:

·        BSc in Biomedical/Electrical Engineering

Experience:

·        5+ years’ experience servicing biomedical and electronic equipment

        Experience providing repairs/troubleshooting and preventative maintenance on, mechanical, electromechanical, and/or electronic equipment. 

·        Experience interfacing with both internal team members and external customers as part of a solution-based service process. 

·        Experience on Customer Handling

·        Experience in team leadership and interfacing with both internal team members and external customers as part of a solution-based service process

·        Experience working as Lead Installation Engineer on Turn key and other big Projects.

·        Experience with Web applications as well as Microsoft suite of products.

·        Experience on customer handling

·        Basic Understanding/Experience on Networking and Good Computer Skill

·        Experience in team leadership and interfacing with both internal team members and external customers as part of a solution-based service process

·        Resolve dispute among the team

Certification(s):

·        Registered and licensed Biomedical Engineer: Ministry of Health

·        Repair, maintenance and measuring instruments training certificate: National Metrology Institute

·        Advanced level service training on LCS, Lab and Sur equipment*

·        Firefighting, First aid certificates

·        Any Certification supporting the profession

Competencies:

Knowledge:

·        Sound Knowledge of Biomedical Engineering Fundamentals

·        Team leading and coordination Skill

·        Excellent Communication Skill

Abilities/ Skills:

·        Microsoft Office Suite

·        Advanced Logical problem-solving abilities, creative thinking and effective technical skills

·        Advanced troubleshooting, design and drawing skills,

·        Communication: good listening, written and oral English communication skills,

·        Demonstrate an understanding that customers determine our success.

·        Interpersonal skill, Empower and inspire others.

·        Leadership, Team working skills, organization and planning skills

·        Ability to work well under pressure, deliver results in an uncertain environment, ability to multitask and prioritize.

·        Able to travel for field works.

Personal Suitability:

·        Willingness to be available "after hours", or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary.

·        Willingness to learn and adapt to changing environments.

·        Must be able to lift, carry, push, and pull up to 25 Kg. unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit and stand for long periods of time. Must also be able to reach at, above and below shoulder level, flex/extend neck and have good hand and finger dexterity. Specific vision abilities required by this job may include color, close vision, distance vision, peripheral vision and depth perception.

How to Apply

Submit your motivation letter along with their non-returnable recent CV and credentials via email: recruitment@infinity-et.com

 Note: - Please make sure you mention the vacancy title in the subject line of your application, address to the company.