Job Description



About Australia & New Zealand
Our growing team of 1200+ employees work together to deliver world-class science products and solutions to a wide range of key markets. With commercial, manufacturing and distribution sites scattered across Australia and New Zealand, including Melbourne, Brisbane, Sydney, Auckland, Adelaide, Newcastle, and Perth. Our scope covers life sciences, specialty diagnostics, food, dairy & beverage, environmental & industrial, healthcare and analytical instruments including commercial, customer service, technical service, supply chain, finance and operations.
How will you make an impact?
From performing pre-installation, installation, acceptance testing, user training, preventative and corrective maintenance on complex Electron Microscope and Focused Ion Beam systems.
What will you do?

  • Drive Customer Allegiance through excellent customer relations, consistently meeting or exceeding customer expectations.
  • Deliver unparalleled customer value through effective communication, problem resolution, and high quality of service.
  • Act as a mentor supporting with staff development, training, and policy and process adherence.
  • Ensure Key Performance Indicators are maintained and exceeded.
  • Complete and submit Field Service Reports, Preventative Maintenance and other reports as may be necessary.
  • Support the commercial teams in identifying opportunities to add new products and/ or capabilities.
  • Act as a company liaison with customer on administrative and technical matters for assigned systems and sites.
  • Act as a subject expert and resource for training and provide On-The-Job training and mentoring of other Field Service Engineers.
  • Assist in resolving complex issues escalated by other engineers.
  • Follow technical escalation processes and attend escalation meetings to ensure timely and efficient resolution of difficult problems.
  • Drive product quality and reliability improvements by providing feedback to product quality teams.
  • Update and revise various system documentation in accordance with quality procedures.
  • Develop and maintain exceptional technical and product knowledge through extensive product training, experience and working on the most challenging assignments.
Education
  • Bachelor’s degree, preferably in Electronic, Mechanical or Mechatronic engineering or a combination of education and experience that demonstrate the required skills.
Experience
  • Minimum of 2 years of relevant professional experience in Field Service Engineering in Electron Microscopy or similar/related field is required.
  • Experience handling multiple assignments simultaneously, set priorities and consistently meet deadlines.
Knowledge, Skills, Abilities
  • Strong organizational, analytical, process and communication skills.
  • Process oriented, committed to continuous improvements.
  • Ability to work collaboratively with all levels of the organization.
  • Exceptional verbal and written communication skills.
  • Travel, often on short notice, to customer sites to resolve problems or support other field service personnel.

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