We are looking for a driven, customer-focused TECHNICAL SERVICE ENGINEER (EU) to join our growing global commercial organization.  This individual will serve as the technical lead for installation and service for all T2 Biosystems instrumentation. This role will also directly support our distribution partners through co-travels, continued product training and escalations.  In addition to those responsibilities, the Technical Service Engineer will also provide ongoing technical service and operator training at customer sites.

This role reports directly to the International Service Manager and candidates must live in the Netherlands.

RESPONSIBILITIES:

• Build, foster, and maintain positive customer and distributor relationships.
• Coordinate and collaborate with various functional areas and departments within each customer site to ensure successful product adoption.
• Drive implementation and product utilization through effective customer training and troubleshooting.
• Meet or exceed assigned instrument and consumable service goals within assigned territory via both direct customers and through distributors.
• Provide worldwide technical support for direct customers and distributors.
• Provide Field Service feedback to other departments for the purpose of continuing engineering, complaint analysis and product development.
• Create and disseminate technical updates as necessary.
• Troubleshoot process and product issues and provide recommendations for improvements.
• Perform complex troubleshooting and repairs on field and internal instrumentation.
• Perform co-travels with other T2 Team Members and Distributor Service Engineers on a worldwide basis.
• Provide application support to customers, trainers, field engineers, and other team members in order to ensure customer satisfaction.
• Conduct site assessments for potential customers, setting customer expectations for installation and training.
• Ensure all customer inquiries are documented in company CRM, escalating concerns to management in a timely fashion.
• Perform installations, preventative maintenance and emergency service on the T2Dx instrument.
• Complete service and operator training reports in a timely fashion.
• Ensure clear and concise communications with direct customers and distributors.
• Manage trunk stock and EU warehouse for inventory levels.
• Manage complex customer environments and distributor engagement.
• Perform other responsibilities as necessary in support of overall customer needs and/or to ensure company success.

SKILLS AND EXPERIENCE:

• BS/MS in a related engineering discipline required.
• Minimum 5+ years of experience as a Field Engineer, 2+ years in medical diagnostics industry required.
• Must speak English; additional spoken languages preferred.
• Must live in the Netherlands.
• Experience supporting distribution partners preferred.
• Experience implementing diagnostic systems in hospital laboratories.
• Experience training lab technicians on appropriate techniques, molecular/micro systems strongly preferred.
• Experience interpreting instrument logs preferred.
• Must have strong verbal and written communication skills; strong presentation skills.
• Must be computer proficient, particularly in MS Office and Salesforce.com environments.
• Must be self-motivated, success-oriented and have a successful history of working in a collaborative, customer focused environment.
• Hands-on experience with troubleshooting laboratory equipment, including performing instrument repair work.
• Demonstrated interpersonal and diplomacy skills.

In addition, you will need:

• Willingness to travel 75%-100% (Globally)
• Valid Driver’s License

Required Skills Required Experience

REQUIRED EDUCATION

• A related associates (or relevant current industry license or certification) and 4000 verified occupational/industry hours within 7 years;
• OR, a related Bachelor's degree or any Master's degree with 18 discipline related credits and 2000 verified occupational/industry hours within 7 years.

RELATED DEGREE, CREDENTIAL, AND/OR OCCUPATIONAL EXPERIENCE:  Architectural Engineering, Architecture (design, drafting), Engineering, Engineering Technology, Civil Engineering, Computer Aided Drafting (CAD), Computer Science, Construction, Construction Management, Building Science, Interior Design.  Previous Industry License or certification such as NCCER, General Contract License or related Business Ownership/License.