GTS Field Service Engineer

At AliveDx, we empower diagnostic insights, transform patient care, and innovate for life. With over 30-years in in-vitro diagnostics, we put the health of patients first by creating innovative solutions designed for faster diagnostic results. Alba–– our blood bank reagents portfolio–– and MosaiQ®–– one of the first multiplexing and multimodality automated testing platforms––are designed to make labs more efficient and clinical decision-making more effective. Our journey started as Alba Bioscience, and later, Quotient. Today, as AliveDx, we innovate for life.

AliveDx is recruiting for a GTS Field Service Engineer to join the Technical Services team based in Eysins, Switzerland. The purpose of this role is to provide a high level of support to internal and external customers with the installation, servicing and training on AliveDx solutions.

The role is a full-time, permanent position working 40 hours per week.

YOUR MISSION

Your main responsibilities will include:

• Resolve 1st or 2nd Level customer questions and/or problems involving the AliveDx MosaiQ™ solution.
• Investigate difficult questions or complaints provided by 2nd Level (3rd Level activity).
• Manage RMAs (Return Material Authorization) process with customer and partners.
• Communicate regularly with customers to learn about their business challenges and requirements.
• Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a “first time fix”.
• Transfer and follow-up of complaints root cause determination in collaboration with Post Market Surveillance (PMS), R&D and Production when needed (if investigation requires deeper analysis).
• Assist field service engineers with troubleshooting the most difficult problems in high pressure situations.
• Participate in risk analysis as part of customer complaint investigations.

QUALIFICATIONS & EXPERIENCE

• Bachelors degree in Engineering or a similar field
• 5 years of experience as a Field Service Engineer or Technical Support Engineer in the IVD industry.

YOUR COMPETENCIES

• Experience with and/or certified in regulatory environments GMP and ISO13485.
• Knowledge of IT, networking TCP/IP, security.
• Knowledge and experience of implementing LIS (Laboratory Information System) connectivity using protocol ASTM or HL7 is required.
• High degree of technical competence & confidence.
• Proficiency with personal computer, e-mail, and Microsoft Office programs.
• Effective customer consultative skills which include, exceptional customer engagement, a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
• Exceptional analytical approach to problem solving and troubleshooting.

WHAT WE OFFER

• A highly dynamic and growing environment.
• An opportunity to live your passion for intrapreneurial mindset, where cultivating innovation and customer centricity are at the heart of everything we do.
• A flexible working environment where applicable as well as a range of core and additional benefits ranging from lunch allowance support, annual leave, mobility and access to marketplace discounts.

Interested? We look forward to receiving your application.

AliveDx is an equal opportunity employer and welcomes applications from all qualified individuals regardless of nationality, sex, disability, region/belief, sexual orientation or age. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on competences, performance and business needs.