Product Support / Installation Engineer (Imaging Systems)

  • Full Time
  • US

Product Support / Installation Engineer
(Imaging Systems)

Reports to:

US Support Team Leader

Primary Purpose

The successful candidate for this role of Product Support Installation Engineer will assist in meeting the team objectives through the effective provision of post-sale support to customers. The role will encompass a wide range of tasks to include; installing equipment and conducting training at customer premises, support of existing field population of Imaging Systems. The role will also include responding to technical queries from customers, staff and distributors, plus facilitating the efficient handling of customer returns.

Key Responsibilities:

The Product Support / Installation Engineer (Imaging Systems) will:

  • Install equipment on site for and provide training to customers
  • Ensure installations are complete to customer’s satisfaction for formal acceptance
  • Take ownership to ensure any outstanding issues are speedily resolved
  • Provide support to customers, distributors and staff, both pre and post-sale
  • Provide field service at customer premises
  • Provide concise, accurate and timely installation and site visit reports
  • Meet agreed team and individual performance objectives
  • Any other duties that may reasonably be required from time to time by your line manager
  • Remain up to date on company products, new and emerging technologies

Person Specification:

Training / Education
A Degree in a Science or Engineering discipline or
3 years suitable experience servicing and installing Imaging Systems

Essential is experience working with Microscopy and/or Life Science Instrumentation and
Computer Literacy including use of Microsoft Office Products
Desirable is Confocal Microscopy experience, Scientific Camera experience, Windows / PC Hardware experience
Experience conducting customer training on complex technical systems

Personal Qualities
Customer Focus:
Takes ownership of customer problems and issues, works to resolve them and see them through to resolution
Is flexible, does “the right thing” and spends time understanding and meeting customer needs

Critical Thinking & Problem Solving:
Demonstrates accountability for own decisions
Clearly defines the nature of a problem and articulates the required outputs for resolution

Planning & Organising:
Plans and prioritises workload efficiently and effectively
Structures work to achieve the best outputs

Additional Skills:
Good communication & interpersonal skills.
Team-oriented, methodical with attention to detail.
Desirable is a foreign language


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