• 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

Summary of the Job:

• Senior Field Service Engineer (SFSE) is responsible to perform timely and accurate installation, corrective and preventive maintenance of various modalities of equipment. The SFSE is also responsible for driving customer satisfaction through service excellence. 

Roles and Responsibilities:

 Technical Task

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

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

·        Order and manage repair parts cycle times

·        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 & Communication

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

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

 System Implementation

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

- Provide knowledge transfer session and Technical Training to staff and Customer;

Leadership

·        Provides guidance and technical support to Internship students and other field service engineers (FSEs)

·        Mentor FSEs and trainees/apprentices allocated to the department

·        Utilize the escalation process to resolve Customer Service delivery issues and conducting root cause analysis that will lead to effective problem solving

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

·        Plan and execute planned Preventive maintenance/FMI on designated Modalities/Installation and On time reporting of Detail Activities to TOM.

·        Perform all leadership tasks in the absence of Modality Leader

Sales and Marketing

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

·        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. 

·        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.

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

·        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 or TSM)

Job Requirements

Qualifications/ Requirements

Education:

·        MSC/ BSc Biomedical/Electrical Engineering

Experience:

·       3 - 5 years’ experience providing repairs/troubleshooting and preventative maintenance on designated 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 with Web applications as well as Microsoft suite of products.

·        Experience on customer handling

·        Basic Understanding/Experience on Networking and Good Computer Skill

How to Apply

Application procedure: 

• Interested and qualified candidates shall submit their motivation letter along with their non-returnable recent CV and credentials before or on December 28, 2023 via Email: recruitment@infinity-et.com; 

•  Note: - Please make sure you mention the vacancy title in the subject line of your application.

• - Only shortlisted candidates will be contacted!