Hologic 2nd Level Technical Service Support Diagnostic in Belgium

2nd Level Technical Service Support Diagnostic

Post Date Dec 04, 2018

In this role you will provide a high level of technical guidance, support and Service training to Field Service Engineers, Technical Dealers, Technical Support, Hologic Personnel and customers on the installation, repair, or enhancement of hardware and or software products installed within the Hologic Europe area (including dealer’s areas).

Your main duties and responsibilities will be to:

  • Field Service Organization Technical Support

  • Provide technical and logistical phone support for Field Service Engineers Hologic, Technical Dealers and Technical Support associates and customers as 2 rd level support

  • Provides on-site technical support to FSE’s as necessary through call escalation

  • Perform co-travel to evaluate FSE performance and feedback information to enhance Tech Service training offerings

  • Conduct training to Customers, Hologic and Technical Dealers FSE’s, TAS, Technical Support and other departments

  • Works closely with Technical Service group in US in order to develop and implement product improvement/changes within Europe and its technical trained Dealers

  • Creates/assist and disseminates technical service bulletins, service notes, service manuals, RCO, service spare parts documentation, installation and repair documentation within the European Service organization and Technical Dealers

  • Maintain up to date with current releases of service documentation and resolution of technical service issues

  • Provide Field Service feedback (reports and data) to other departments for the purpose of customer requests, continuing engineering and complaint analysis and product improvement

  • Maintain and generate instrument performance and reliability data reports when needed.

  • Utilize “AGILE” as the main source of technical information

  • Provides European need for spare parts related to new product releases.

  • Perform special projects as needed.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.

  • The ability to self-motivate and self-direct on routine duties is required

  • Fluent verbal and written English skills essential any additional language is preferable

  • Extensive travel is required

  • Excellent organizational skills and attention to detail

  • Excellent computer literacy skills. Microsoft Office, working knowledge of various troubleshooting/analysis tools (tiny click, Macros, Data Acquisition/Lab View, visual basic, etc)

  • Ability to effectively interface with customers over the phone

  • High level of customer satisfaction through responsive behaviour and professional attitude

  • Ability to work effectively in a fast-paced, multi task and demanding environment

  • Working knowledge of clinical/medical laboratories preferred

  • Regulatory compliance experience preferred; i.e. ISO

  • Degree or equivalent two-year college or technical school qualification

  • Related experience and/or training; or equivalent combination of education and experience is required

  • Prior technical service, engineering, or technical manufacturing support experience is required

  • Electro-mechanical and optical experience is required