Service Engineer

Research & Development
10K - 15K
26 June 2014

Job Description

We are looking for a candidate who can:

[1] Provide on-site Technical Product support or installation.
[2] Install, troubleshoot and maintain Laerdal, ALS, BLS and simulation equipment.
[3] Install hardware and software configurations, Install, troubleshoot and maintain computer systems, hardware and peripherals.
[4] Identifies, analyzes and repairs product failures, orders replacement parts as required.
[5] Provide technical product training and basic user functionality training to customer base when required.


The candidate will be responsible to:

[1] Provide on going training to improve overall 2nd line and Field support competencies.
[2] Interact with Customer Support, Sales, Marketing and Senior Management to continually evaluate and improve the product support solutions channel and strategy.
[3] Support the implementation of the help desk tracking system, with recommendations for continuous improvement from the system, process and end user perspectives.
[4] Provide Tier 2 Technical Product customer support.
[5] Resolve customer issues with hardware and software related issues on Laerdal technology.
[6] Ensure customer satisfaction is maintained.
[7] Escalate technical issues to R&D/Product Management as needed.
[8] Escalate customer issues to line supervisors.
[9] Provide product feedback/customer suggestions to R&D.
[10] Promote continuous improvement.


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