Field Service Engineer NZ
Primary purpose:
To manage the repair, calibration and maintenance of FME equipment and support systems used in the delivery of dialysis therapy. Inspect, install, perform inventory assessments and preventative maintenance, and assist medical staff and patients in the use of equipment.
Responsibilities
1. Customers feel supported and confident with FME products
- Demonstrate a high level of understanding, knowledge and skills in the entire Fresenius Medical Care portfolio
- Demonstrate basic knowledge of renal disease and how FME products benefit patients
- Provide technical resources (brochures, manuals etc)
- Identify technical learning needs of customers (e.g. biomeds) and patients in consultation with appropriate personnel in order to support individual learning plans.
2. Customers receive technical expertise as a value-add resource
- Provide expert technical knowledge and instruction to personnel regarding equipment operation and maintenance
- Provide technical support in person or via telephone to new and existing accounts. Support patients directly if/as required
- Assist in-house biomedical technicians if/ as required and recommend further FME training as appropriate
3. Carry out technical duties
- Maintain and repair FME equipment in accordance with the customer contract and the FME training manual
- Carry out proactive maintenance of all equipment as per the established servicing plan. Carry out fault finding and repair/replace equipment if/as required in order to maintain equipment in optimal performance condition.
- Inventory levels and fleet are maintained
- Resolve any unexpected technical difficulties and other problems that may arise at any time.
- Communicate all maintenance and repair actions for information to customer management as required.
- Complete the necessary paperwork for the completion of work and receive customer sign-off after their inspection
- Promptly report all accidents, injuries and unsafe working conditions or practices
4. Support the achievement of business results and growth in patient numbers
- Identify customer resource needs (e.g. new products, technical support or clinical training) and provide appropriate support through liaison with the technical, sales and marketing teams
- Build and maintain positive/ value-add working customer relationships
- Maintain and develop existing and new customers through planned individual account support. This may involve working with other FME teams or discussing future targets with the regional business manager.
- Monitor and report on competitor activities and provide relevant information to management
5. Individual work is performed in support of the local team and wider company
- Update own technical knowledge by participating in educational opportunities; reading professional publications; maintaining professional networks
- Demonstrate a commitment to professional development through membership of professional organisations/associations, including relevant participation in special interest groups.
- Promote a team culture by assisting others during periods of high workloads, leave or absence so that overall objectives can be met
- Provide input and support to technical programs as required
- Where appropriate, become involved in FME activities including attendance at staff meetings and involvement in company events
- Undertake other tasks as required
Competencies (attitude, skills, typical qualifications & experience)
Good time management skills, able to work independently and prioritise own work schedule
Self motivated with sound analytical skills and problem solving skills
Excellent customer service and relationship building skills
Good Knowledge of English, both written and oral
High attention to detail, concern for quality and safety