Service Engineer

JOB DESCRIPTION

Overview:   
 
 
 
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. The below client is with one of our client which is a leading global medical technology company. It offers a wide range of diagnostic imaging and laboratory diagnostics, as well as advanced therapies and digital health services. Its solutions span from prevention and early detection to diagnosis, treatment, and follow-up care, empowering healthcare providers worldwide.  
 
 
 
Job Title: Service Engineer 1  
 
Location: Newark, DE, 19702  
 
Duration: 12 Months   
 
Job Type: Contract   
 
Work Type: Onsite  
 
Shift: 8.30 AM     5.00  PM    
 
  
 
   
 
Job Description:    
 
 
 
The client continues to strengthen our portfolio of laboratory diagnostics, while adding new offerings such as managed services, consulting, and healthcare IT services     as well as further technologies in the growing market for therapeutic and molecular diagnostics.  
 
 
 
The client develops innovations that support better patient outcomes with greater efficiencies, giving providers the confidence, they need to meet the clinical, operational, and financial challenges of a changing healthcare landscape.  
 
 
 
The Remote Services Center is a fast-paced, dynamic environment with a strong customer focus, offering the right candidate the opportunity to build on current strengths, acquire new skills, and be a member of a highly impactful team.  
 
 
 
As a global healthcare provider, the client offers a wealth of growth opportunities for motivated individuals.  
 
 
 
Our ideal candidate will exhibit initiative to learn and demonstrate technical expertise in clinical laboratory applications, as well as the electro-mechanical ability needed to troubleshoot diagnostic laboratory instruments over the phone. 
 
 
 
You must possess strong computer skills and be able to communicate effectively over the phone, and through written documentation.  
 
 
 
As a Candidate you must display a positive attitude with both internal and external customers, striving to exceed expectations at all times. 
 
 
 
You must be able to make sound decisions that promote the interests of both the client and the customer. 
 
 
 
Candidate must be a selfless team player and enthusiastic proponent of change.  
 
 
 
This is a role well suited to an ambitious professional, looking for the next step in their career. 
 
 
 
As a Support Engineer, you will be responsible for:  
 
 
 
Providing phone/email support for internal/external customer, as well as consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool  
 
 
 
Demonstrating a high level of technical expertise in clinical laboratory practice while supporting SLS     Hematek, PFA and BFTii small instrument systems.  
 
 
 
Demonstrating exceptional customer service skills to improve the customer experience and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction.  
 
 
 
Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to the customers satisfaction, and if necessary, escalates customer issues to next level support.  
 
 
 
Meeting/Exceeding individual service level metrics to meet the needs of the customer/business.  
 
 
 
Compliance to all the pay and T&E policies, as well as all RSC Procedures/Processes  
 
 
 
This position may suit you best if   you are familiar with what is below, and would like to develop your career with the client 
 
 
 
You have analytical thinking abilities to support advanced technical troubleshooting and problem-solving skills for assigned product line.  
 
 
 
You have exceptional phone and communications skills to support collaboration with the customer, as well as other internal resources to develop and implement action plans to resolve customer issues.  
 
 
 
You are proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications.  
 
 
 
You have a positive "can-do" attitude in all communications and the ability to thrive as a member of a collaborative, cross-functional team.  
 
 
 
Leverages team abilities to best serve the customer and collaborates with team members and counterparts in other parts of the organization to develop and implement action plans to resolve customer issues.  
 
 
 
You are willing to create an open, supportive environment consistent with the culture of Service Based Leadership  
 
 
 
Required skills to have for the success of this role.  
 
 
 
Candidate must have associate degree and equivalent experience or bachelor's degree in a science-related or engineering field. (Med-Tech, Biomedical Engineering or Engineering Degree Preferred*)  
 
 
 
The position has a strong preference to be based in the (Glasgow, DE facility, Cary NC facility) however; we will also consider exceptionally qualified candidates that are field based.  
 
 
 
Willing to travel up to 20%  
 
 
 
3-7 Years Comparable Experience (Med-Tech or Engineering Degree, Healthcare Experience)  
 
 
 
TekWissen   Group is an equal opportunity employer supporting workforce diversity.