GCC Remote Support / Field Service

Role Title
Remote Support and Field Service Engineer

Location
Dubai
Rewards
Competitive salary and comprehensive benefits on offer

Summary
At Smith+Nephew, we believe in our products. We believe that through
innovation, development and supporting our customers and patients we can help
others achieve a Life Unlimited!
An excellent opportunity has arisen within our Technical Service Division for
a Remote Support and Field Service Engineer. The incumbent is responsible for
supporting customers and distributors via phone and email on all 1st and 2nd
level complaints, installing and decommissioning of hardware on site,
troubleshooting and basic PM's on site, basic technical trainings to End-Users
at customer site and promoting the company's service contracts and added
values and selling accessories
Sound Exciting? We believe so!

Key Performance areas:
* Supporting End-Users in GCC Countries and international Distributors via phone and eMail on all technical questions and complaints.
* Installing and Decommissioning of hardware at customer site
* Scheduling and performing on site PM's according to the company's SOPs and guidelines
* Preparing instruments for transportation
* Support customers and distributors solving their product issues throughout the entire repair process
* Troubleshooting on site at customers
* Perform basic technical trainings for hospital owned biomedical engineers
* Promoting the company's enhanced service offering and support the sales team selling service contracts or other added values
* Participation in company trainings and conference calls. Acquisition and maintaining current knowledge of technical issues distributed by email, SOPs, etc.
* Recording of maintenance, complaints, and service visits in the form of a field report and/or through ServiceMax
* Assisting Sales and Marketing staff with any instrument pre-qualifications or technical matter
* Providing cover for other European Remote / Field Service Engineers as required
Requirements
* Technical Education
* Valid Driver License
* Up to ‎3-year work experience ideally in the Medical Devices or Technology Industry
* Demonstrated ability to utilize data for effective decision making
* Experience in using SAP, Salesforce.com/ServiceMax and/or other ERP/CRM platforms preferred
* Strong communication and consensus-building skills
* Fluent in Arabic and English both verbal and written communication.
* Experienced working in a Matrix Organization
Applications:
If you share our passion for groundbreaking innovation and can demonstrate how
you meet the criteria outlined, we would love to hear from you.
We continue to actively build an environment where every individual can fulfil
their potential and be proud ambassadors for Smith & Nephew, our customers and
their patients.
We value the diversity of our people and welcome applications from everyone.
It's more than business at Smith+Nephew - it's personal. What we do every day,
changes lives every day.
Healthcare is in Smith+Nephew's DNA. From a single pharmacy in Hull, UK to a
presence in over ‎100 countries, we've spent more than a century and a half
working at the leading edge of medical technology.
At Smith+Nephew, you will find a company of people who care about each other,
about our customers and their patients, and about the communities where we
live and work.
Join us as we continue to make our work personal, to innovate and to develop
devices that help to restore patients' bodies, and enable them to regain their
futures.