• To independently service, support and maintain a wide range of medical diagnostic equipment in line with company procedures. • Demonstrate accountability for analyzers assigned to as preferred engineer. • Possess sound administrative skills to complete all required tasks within the allocated timeframe. • Adhere to all service department policies and procedures. • Promote the company with customers and play an active role in customer retention initiatives. • Possess a sound analytical and technical ability to assess and deal with difficult analyzer problems. • Willingness to be part of an active call roster / standby, Overtime and ability to Travel locally and internationally. • Possess sound communication skills to address issues effectively with internal and external customers. • Determine, recommend, and implement solutions to customer software and hardware-related requests. • Schedule own day-to-day activities, ensuring completion of business unit support agreement commitments. • Identify potential service, training and product sales, or future business opportunities, recommending an action plan to the appropriate departments. • Responsible for escalation support to Field Service Supervisors.

• Provide expert installation, maintenance, and repair services for sophisticated analytical and microscopy equipment • Deliver outstanding technical support while building strong relationships with customers • Resolve complex issues and conduct preventive maintenance • Train users to ensure optimal system performance • Contribute to critical scientific research and innovation

• Perform on-site installations, repairs, maintenance, qualifications, and validations of Chromatography and Mass Spectrometric systems • Proficiently use customer management software to complete service calls, handle parts inventories, and complete job tasks • Evaluate examination and assessment results to identify the origin of the issue, and suggest fixing, substitution, or alternative remedial measures • Coordinate problem resolution with engineering, customer service, and other personnel to expedite repairs • Analyze Chemistry reports of technical problems to recommend modifications to eliminate future issues • Provide a communication link between the customer and the company to ensure effective service • Develop and conduct training on safe operations of the equipment and demonstrate skills to trainees

• Perform advanced troubleshooting and repair on customer equipment • Perform installation, validation and maintenance on assigned equipment • Lead, instruct and assist less experienced Field Engineers and provide coaching and feedback to team members • Technical expert for escalations and FMI's for one or more modalities • Lead communications with customers and serve as escalation point for customer related concerns, including installations • Own customer issues from dispatch or identification of issue to resolution • Proactively engage with other team members to ensure appropriate solution for the customer • Co-lead regular team or modality meetings as required • Assist Area Service Leader in creating growth and/or deployment strategies • Maintain relationships with customers and ensure timely communication, resolution and proper follow up to drive customer satisfaction • Adhere to company policies, procedures and hospital protocols to ensure regulatory and compliance requirements are met; ensuring documentation of all work performed is captured daily, including debriefing including metrics and ordering parts • Partner with the customer and/or the sales team to recommend value-added services that will help the customer run their business more efficiently • Utilize the GEHC escalation process, as needed, and work closely with region and national support to define and implement corrective action plans to resolve customer issues • May include application training of clinical or scientific staff on designated equipment