Reference No. CDKW04

Field Service Engineer (Pharmaceuticals / Biomedical ) – Dakar, Senegal

Reference Number: CDKW04

Job Description:

Our client is a well-established international player in the medical products and services sector, with its central operations based in West Africa and a footprint spanning 17 countries in the region. With over four decades of experience, the organization has evolved from a regional distributor into a market leader in diagnostic equipment, consumer health products, and chronic disease management services.

In recent years, the company has diversified into the Life Sciences space, forming strategic partnerships with global leaders in next-generation sequencing, genotyping, and gene expression technologies. This forward-thinking approach has positioned them at the forefront of healthcare innovation across the continent.

The Field Service Engineer position is responsible for all aspects of customer success in French Speaking Sub Saharan Africa. The Field Service Engineer partners with customers to install and maintain all hardware including customer troubleshooting,

and complaint resolution. This position serves as an engineering expert consultant during pre- and post-sales activities and will collaborate with a broader commercial team to maximize sales growth, support instrument uptime and customer satisfaction.

This role requires high-level troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to advocate for strong relationships across district Service and Support teams, Regional Product Support, Marketing, Sales, Customer Service, and Quality organizations

Responsibilities:

• Lead interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Account Managers.
• Demonstrates advanced technical competence while installing, upgrading, repairing and maintaining instrument systems in defined territory.
• Utilize and maintain up to date Service and training manuals, Field Service Bulletins, SOPs and facilitate remote connectivity to customer instrumentation.
• Provide technical support to customers.
• Coordinate and prioritize service requests to establish the best intervention method and ensure customer satisfaction.
• Ensure proper inventory levels of service parts to promote first time fix.
• Work in conjunction with sales and marketing staff to coordinate new system placements, develop leads, promote upgrades and timely contract renewals.
• Establish and maintain strong relationships with key customers and the existing customer base to ensure their success utilizing our products and services.
• Ensure effective problem resolution assistance.
• Represent the company professionally, ethically, and morally at all times.
• Remain compliant with administrative responsibilities and business rules.
• Executes Qualification and Validation Products at customer sites.
• Demonstrates advanced knowledge when working in regulated environments.
• Coordinate new installations, including large-scale installations, that require facility inspections and instrument validation.
• Participate in departmental project teams; work collaboratively to ensure successful execution of project plans.
  
   

Requirements: Qualification and Skill

• BS in Electrical/Electronics Engineering, Mechanical Engineering, related degree in biotechnology/biomedical or equivalent work experience and knowledge.
• Speak French fluently.
• Considerable relevant Field Service experience.
• Ability to operate as an independent contributor and as a cooperative member of a team.
• Advanced problem-solving ability.
• Excellent verbal and written communications skills.
• Must have advanced technical writing abilities.
• Computer experience and competency is a must.
• High level experience with optical alignments, robotics, electrical/electronics, and mechanical systems.
• Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work.
• Working familiarity of genomics, sequencing applications, bioinformatics and methods that apply to Illumina technology preferred.
• Proficient with general lab best practices and lab safety.
• Proven ability to resolve complex customer issues while maintaining positive customer relations.
• Clear vision of and commitment to providing outstanding customer service.
• Ability to successfully operate in a fast paced, rapidly changing environment and maintain composure in stressful situations.
• Must be willing to travel up to 70%.

If you wish to apply for the position, please send your CV to Kyle Williams at kwilliams@caglobalint.com

Please visit www.caglobalint.com for more exciting opportunities.

Kyle Williams

Recruitment Consultant

CA Finance

CA Global will respond to short-listed candidates only. If you have not had any response in two weeks, please consider your application unsuccessful however your CV will be kept on our database for any other suitable positions.

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