Job Title: Service Engineer Location: Loughton Employment Type: Permanent 37 hours a week Travel: 50% Global Main Purpose of Job To ensure that customers remain satisfied with their equipment by providing first line technical support to customers and colleagues, repairing equipment in a timely fashion and otherwise promoting the service business. Role and Responsibilities Tasks include: - Providing technical support and advice to our customers, distributors and colleagues via our telephone helpdesk, service email and site visits. - Liaising with customers on logistics, including shipment from factory of new instruments and return of faulty instruments to the factory. - Diagnosis and repair of faulty instruments in accordance with Turnaround Time targets. - Complete service reports for all jobs, noting the work done and highlighting issues for further action. - Timely escalation of cases, when necessary. - Occasional support of design and development through product testing. - Occasional building of instruments in accordance with Turnaround Time targets. - Maintain databases on customer service in order to produce reports on KPI s such as Mean-Time-To-Failure, Customer Satisfaction, Turnaround Time, Right-First Time Fixes, Repeat Visits etc. - Promoting sales of contracts and service parts. - Occasional attendance at trade shows. - Installation of our Cryo Transfer systems and other related products. - Training of customers in the use of our equipment. - ..... full job details .....