Pharmaceutical
Organisations, Research Laboratories, Hospitals – all
invest heavily in cutting edge technology. Whilst their
day-to-day operations may vary greatly, they all have
one thing in common – they can't afford 'down
time' caused by breakdown or misuse of equipment.
Service
Engineers are employed to provide timely on-the-spot
maintenance, repair
and customer service to customers.
Within most organisations, service engineers fulfil part of the 'marketing mix' – acting
as an 'ambassador' to the business, they present the face of the organisation
and must be equipped to act as a conduit between the customer and the provider.
Often, high value equipment is used on a trial basis
before purchase, with heavy input from the field service
engineer in terms of installation and possibly calibration.
The customer may quiz the engineer on potential benefits
and pitfalls – the Sales Engineer must be able
to deal with all queries and pass valuable market information
back to the business.
This is a customer-facing role
and requires time and territory management skills,
in addition to technical
qualifications and experience.