Field Service Engineer - Pune

Overview

Provide field service support for Cepheid GeneXpert products, including installation, training, troubleshooting, repair, and maintenance, while driving service revenue in the assigned territory.

What you'll do

• Provide field service support for the GeneXpert product line.
• Travel throughout the region and sometimes to other SAARC countries on short notice to support company products and field service partners.
• Manage installations and customer training in close coordination with the Application team.
• Provide support on instrumentation and manage the spare inventory.
• Perform routine standard procedures to isolate and fix problems in malfunctioning equipment or software.
• Work closely with the Technical support team to address customer complaints, determine corrective action, and handle customer follow-up.
• Document and report product "design reliability" and "maintenance issues" and/or problems to technical support.
• Work on-call on designated weekends to provide service support within a short period.
• Achieve and exceed Customer Satisfaction objectives.
• Complete all assigned and required training satisfactorily and on time, and keep records for future audits as per SOP.
• Complete all compliance and internal training within the stipulated timeline.

What you'll need

• Bachelor's Degree in Electronics or an Engineering related discipline.
• 0-2 years of experience in field service.
• Experience with Medical Diagnostics products (essential).
• Capable of handling advanced complaints, troubleshooting, and knowledge of GMP and ISO requirements (essential).
• Excellent systematic troubleshooting skills using a structured and comprehensive process to determine root cause and implement corrective action.
• Capable of explaining technical procedures in writing or verbally (essential).
• Ability to work with customers and vendors at both a business and technical level.
• Time management skills, with the ability to multi-task, prioritize events, and maintain composure under high levels of demand.
• Ability to work independently with limited supervision (essential).
• Proficient in reporting activities, maintaining local spare parts inventory records, and travel expenses.
• Ability to speak English and the local language.
• Good geographic knowledge of the territory.
• Able to travel approximately 75% of the time.
• Must be able to lift 20 kg of instrument.
• Ability to maneuver and push equipment weighing over 500 kg on wheels.

Nice to have

• Prior experience providing hardware and software improvement feedback, lifecycle maintenance, sales support, and technical services.
• Troubleshooting skills with automation robotics.
• Preferably owns and drives a four-wheeler.

Details

• Location: Pune, Maharashtra, India.
• Travel approximately 75% of the time, including short-notice travel to other SAARC countries.
• On-call work on designated weekends.