At a Glance
- Tasks: Lead global service delivery and ensure top-notch customer experiences with innovative tech.
- Company: Join Clever Culture Systems, pioneers in AI-driven microbiology solutions.
- Benefits: Competitive salary, career growth, and the chance to work with cutting-edge technology.
- Other info: Dynamic role with opportunities to collaborate internationally and drive continuous improvement.
- Why this job: Make a real impact in healthcare by enhancing laboratory efficiency with groundbreaking technology.
- Qualifications: 5+ years in field service, engineering degree, and strong communication skills.
The predicted salary is between 63000 - 77000 $ per year.
The Senior Field Services Manager role is a diverse role and a critical part of the external customer-facing team supporting a growing global install base. This role will manage the end-to-end service delivery, focused on providing excellent customer experience, including both management of the service function and on-site support for customers. APAS Independence is a technically complex and regulated product that must be installed and maintained according to strict GMP processes ensuring continued fitness for purpose. The Senior Field Services Manager will have an intimate working knowledge of the technology and how the customer interacts with the instrument. They will communicate with different stakeholders, including external service delivery partners, to problem-solve and resolve technical issues for customers.
Key responsibilities
- Coordinates service coverage for APAS Independence customers globally
- Maintains the service call management system and trends service related KPIs for reporting to senior management
- Identifies opportunities for continuous improvement of the service function
- Manages external service contractors and maintains records to track performance and ensure compliance
- Actively supports the sale of service contracts and assists sales representatives and service team members with system configurations and upgrades
- Ensures delivery against Service Level Agreements with customers
- Develops and manages procedures for service delivery, training, and upgrades
- Acts as the central point of contact with customers for instrument delivery, integration and service activities
- Coordinates installation, preventative maintenance and service repairs for APAS instruments globally
- Troubleshoots customer issues in a timely fashion and advises service distributors on repair of instruments as required
About you
- Formal tertiary qualifications in engineering or equivalent
- Minimum of 5 years' experience as field service engineer working on instruments within pathology (IVDs, medical devices) or the pharmaceutical microbiology sectors (regulated equipment)
- Ability to work collaboratively with cross-functional international teams
- Working knowledge of word processing, spreadsheets and presentation applications (computer literacy)
- Experience working with service call management systems for the tracking of service activities and reporting
- Excellent communication skills (written and oral) with the ability to train service personnel and liaise directly with multiple stakeholders (internal and external)
- Excellent time, organisation and documentation skills
- Proficient in the use of tools and techniques for problem-solving, decision-making and risk assessment
- Familiar working within quality management systems (desirable)
- Working knowledge of microbiology and microbiology laboratory practices (desirable)
About us
Clever Culture Systems (CCS) are AI specialists focussed on redefining microbiology workflows to make laboratories more efficient. The company has developed a patent-protected machine learning and intelligent imaging platform technology for the automatic reading of microbiology culture plates, the Automated Plate Assessment System (APAS Independence). This market-leading and world-first Australian technology is setting a new standard for how culture plates are read, being sold to pharmaceutical manufacturers for environmental monitoring and clinical pathology laboratories for infectious disease screening.
Senior Field Service Manager in Adelaide employer: Clever Culture Systems
Clever Culture Systems (CCS) is an exceptional employer, offering a dynamic work environment where innovation meets collaboration. As a Senior Field Service Manager, you'll be part of a pioneering team dedicated to enhancing laboratory efficiency through cutting-edge AI technology. With a strong focus on employee growth, CCS provides ample opportunities for professional development and fosters a culture of continuous improvement, making it an ideal place for those seeking meaningful and rewarding careers in the healthcare technology sector.
