Field System Engineer Monterrey
hace 6 meses
Field System Engineer Monterrey
Estamos en la búsqueda de un **Ingeniero de Servicio** quien trabajará y crecerá dentro del Departamento de Atención a Clientes reportando directamente al Gerente de Ingeniería dentro de un equipo de 12 Ingenieros.
Esta posición estará basada en Monterrey, Nuevo Léon con una disponibilidad para viajar del 80%.
**¿Cuáles serán sus responsabilidades dentro de bioMérieux?**
- Ejecutar de manera efectiva los mantenimientos preventivos, mantenimientos correctivos, instalaciones, actualizaciones, diagnósticos, asesorías y validaciones mediante órdenes de servicio, asignadas por Salesforce.
- Registrar todas las actividades realizadas y mantener la agenda actualizada con las actividades programadas en Salesforce.
- Dar una respuesta oportuna a las necesidades del cliente y a las necesidades de los proyectos comerciales (Visita de Preinstalación, asesoramiento de nuevos proyectos, etc)
- Realizar las actividades asignadas en el taller.
- Realizar diagnósticos precisos a los equipos en venta y canalizar la solicitud de cotización al área de Venta de Servicios
- Realizar diagnósticos de Servicios Correctivos complejos y de ser necesario elevar el caso a L2 (Apoyo GCS) para darles una solución.
- Implementar acciones correctivas de campo (CSN) de todas las líneas, asegurando cumplir los tiempos establecidos en el GCS/Calidad y entidad reguladora local.
- Colaborar en el mantenimiento y actualización de la información de base instalada registrando los datos de los equipos en Salesforce en las visitas realizadas (Números de Serie, Dirección, Nombre del Cliente, etc.)
- Atender casos y reportes recibidos en las guardias de fin de semana asignadas para resolución telefónica o presencial.
**Estudios-Experiência, Habilidades y Calificaciones**:
**3.1 Estudios y Experiência**
- Ingeniería Electrónica, Ingeniería Biomédica, Electromecánica, Mecatrónica, Mecánica o afín
- Mínimo 3 a 6 años de experiência en actividades de servicio al cliente, deseable conocimiento del sector de Diagnóstico y equipos médicos.
**3.2 Habilidades y calificaciones**:
- Excel nível intermedio, Conocimientos procesos de electrónica, mecánica
- Deseable manejo de CRM (SalesForce)
- Deseable conocimiento en redes e interfaces
- Búsqueda de Causa Raíz
**3.3 Habilidades blandas**:
- Capacidad de Escucha/ Organización
- Actitud de Servicio/ Responsable / Comunicación efectiva / Autodidacta / Empatía
- Manejo de conflictos y clientes difíciles, negociación, Inteligencia emocional
- Coordinación de proyectos asignados y equipos de trabajo
We are seeking a **Field Service Engineer** who will work and grow within the Customer Service Department reporting directly to the Engineering Manager within a team of 12 Engineers.
This position will be based in Mexico City with a 70% expected travels
**What will be your responsibilities within bioMérieux?**
- Effectively execute preventive maintenance, corrective maintenance, installations, updates, diagnoses, advice, and validations through service orders, assigned by Salesforce.
- Record all activities carried out and keep the agenda updated with the activities scheduled in Salesforce.
- Provide a timely response to the client's needs and the needs of commercial projects (Pre-installation Visit, advice on new projects, etc.)
- Carry out the activities assigned in the workshop.
- Perform precise diagnoses on the equipment for sale and channel the quote request to the Services Sales area.
- Carry out complex Corrective Services diagnoses and, if necessary, elevate the case to L2 (GCS Support) to provide a solution.
- Implement corrective field actions (CSN) of all lines, ensuring compliance with the times established in the GCS/Quality and local regulatory entity.
- Collaborate in the maintenance and updating of installed base information by recording equipment data in Salesforce during visits (Serial Numbers, Address, Customer Name, etc.)
- Attend to cases and reports received in the assigned weekend shifts for telephone or in-person resolution.
**¿Who are you?**
**Studies-Experience, Skills and Qualifications**:
**3.1 Studies and Experience**
- Electronic Engineering, Biomedical Engineering, Electromechanics, Mechatronics, Mechanics or related
- Minimum 3 to 6 years of experience in customer service activities, knowledge of the Diagnostic and medical equipment sector is desirable.
**3.2 Skills and qualifications**:
- Excel intermediate level, knowledge of electronics and mechanics processes
- Desirable management of CRM (SalesForce)
- Knowledge of networks and interfaces desirable
- Root Cause Search
**3.3 Soft skills**:
- Listening/Organization Ability
- Service/Responsible attitude/Effective communication/Self-taught/Empathy
- Management of conflicts and difficult clients, negotiation, emotional intelligence
- Coordination of assigned projects and work teams
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