Technical Service Specialist

at  Guerbet

[[EXTTITLE]] M/F ([[ID]])

At Guerbet, we build lasting relationships so that to enable people to live better. This is Our Purpose.
We are a global leader in medical imaging, offering an extensive portfolio of pharmaceuticals, medical devices, digital and AI solutions, for diagnostic and interventional imaging. As a pioneer in the field of contrast products since the last 95 years ,we continuously innovate. We dedicate 10% of our revenue to Research & Development such as to improve the diagnosis, prognosis and quality of life of patients.
Achieve, Cooperate, Care and Innovate are the values that we share and practice on a daily basis.
Working at Guerbet is not only being part of a multicultural team of 2,600 people across more than 20 countries, but, it is above all about playing a unique role in the future of medical imaging.
For more information on Guerbet, go to www.guerbet.com and follow Guerbet on Linkedin, Twitter, Instagram and Youtube

EDUCATIONS & EXPERIENCES

• Degree in Engineering, Science or Technology. Bio-engineering major is preferred.
• At least 2-year frontline engineer experience for medical device, or similar experience with Guerbet injectors with a minimum of 2 years in training & secondary support role. Experience in power injector, CT/MRI/DSA modalities is preferred.

SKILLS & QUALIFICATIONS

• Customer-oriented and problem solving capability is the must
• Good communication skills to work with field technical team to solve customer issues
• Proficient in excel.
• Knowledge and ability to develop training objectives for field engineers
• 25-35% travel time is expected
• Previous experience with SAP is preferred

• Manage technical service providers in accordance with DI/ISS & DS business strategy.
• Manage install base and provide technical service agreements to out of warranty injectors and customers not currently on service contracts.
• Promote OptiProtect to increase service coverage of injector install base
• Provide training course (both online and offline) as well as secondary support to the frontline engineers in service providers for trouble shooting cases. On-site support to the end-users in hospitals, communication with OEMs and government agencies is needed.
• Collect customer feedbacks/complaints, and take the contact window to escalate to APAC TS and HQ TO in ISS plant
• Manage a healthy safety inventory of spare parts in AU and NZ  Review and categorise spare parts failure
• Maintain demonstration/loan units for TS providers and commercial team for use at conferences/training of sales team or for demonstration to potential customer.
• Verify warranty claims, out-of-box failure cases if any concern raised.
• Manage Australia hotline during business hours - answer customers’ inquiries through service call center
• Monitor and communicate the service on injectors across AU and NZ with service providers and report monthly to ANZ management team
• Perform any ad-hoc technical duties or tasks assigned by the company
• Prepare quotations and update Salesforce for all work completed with AU customers.
• Review invoices from technical service providers in SAP for timely processing and payment of services in accordance with contract
• Use SAP for maintenance of technical service responsibilities including but not limited to Field Service Report download and distribution to customers, maintenance of injector install base, invoice distribution and review
• Work with Guerbet ANZ sales personnel in identifying injector sale opportunities and Salesforce install base accuracy 
• In field technical, sales and/or applications support as required