Field Service Engineer, HK Hong Kong **Summary of Duties and Responsibilities** + Provide leadership and mentoring to Field Service Engineers + Be the first point of contact for customers within the assigned territory. + Assume responsibility for the completion of preventative maintenance cycle in assigned territory. + Assume responsibility for the timely completion of reactive maintenance in assigned territory. + Provide technical knowledge and assistance to assigned Field Service Engineers + Participate in the recruitment and onboarding of assigned Field Service Engineers as required. + Oversee the management of tools, equipment, and spare parts inventory. + Identify training needs and facilitate skill development for team members. + Establish and maintain a high level of customer satisfaction with Hologic's products, support, and service. + Complete and submit all required paperwork on time and accurately. + Provide feedback to the Service Manager concerning product performance anomalies encountered in the field and make recommendations for service improvements. + Manage inventory, keep accurate records, and return unused and failed parts promptly. + Escalate customer issues and unresolved product problems to service management in a comprehensive and timely manner. + Ensure that all business activities comply with relevant Acts, legislation, industry Codes of Conduct, and ethical standards. + Identify areas of continuous improvement within your area of responsibility. + Perform other related duties as assigned by your manager from time to time for the best of the company. + Represent yourself as a Hologic employee to provide high level service Quality. **Skills and Attributes** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. + A great problem solver who can think analytically and communicate professionally in high-pressure, time-sensitive environments. + Proven experience in a customer orientated environment with exceptional customer service and the ability to deal with difficult situations. + Forward thinker who can prevent problems before they arise. + Process driven individual who can manage multiple tasks and be flexible often dealing with ad-hoc queries from customers + Ability to interface with internal and/or external customers and work independently. + Solid computer skills including Windows, Microsoft Office products, and Customer Relationship Management (CRM) systems. + Polished time management skills to complete prioritized activities effectively. + A great team player who actively contributes to the team to complete tasks, meet goals, or manage projects. + Understanding of Cantonese and English is a must **Education and Experience** + A tertiary qualification in Engineering, Electronics, or another related technical discipline would be an advantage; however, all product training will be provided by Hologic. + Knowledge of Radiation Safety, x-ray related field would be beneficial. + Minimum of 5 years of experience in a field service role, with at least 2 years in a supervisory or leadership position. **Other** + Willingness to work flexible hours and overtime at short notice, understanding that our role is critical to the health and well-being of others.