Field Service Engineer Wallonia

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide. We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

About the role

As the Field Service Engineer, you will report to the Field Service Manager and be responsible for providing expert support on BD Diagnostics instruments and systems within your assigned territory. Your goal will be to ensure customer satisfaction through outstanding service and efficient handling of technical incidents and requests. This is a field-based role, primarily covering the Wallonia region in Belgium, with occasional visits to the BD Belgium office throughout the year. In case needed you will also be the back up for your colleagues in the Benelux region.

Main responsibilities

• On site support & operational excellence
  - Perform local technical support on the assigned Waters ADx instruments and systems as agreed in the customer service level agreements (SLA); such as installations, deinstallations, relocations, certifications (IQ/OQ) and repairs. Handle from a more in-depth knowledge of certain instruments and systems, more complex problems, in an independent way by: (a) checking performance and reporting & documenting completion and performance of service intervention, in order to deliver a qualitative service in accordance to the Waters specifications and customer SLA’s. (b) Work together with the Planning & Dispatching on scheduling the appointments with the customer; ensuring all necessary goods, spare parts and tools are available; managing and assuring the logistics, executing the necessary actions.
• Remote support, diagnostics & troubleshooting
  - Investigate, diagnose, troubleshoot and support the customer remotely if possible, for technical problems reported by the customer on Waters ADx instruments and systems. In case an immediate solution cannot be offered, the Field Service Engineer goes on site for more in-depth problem handling in order to deliver an adequate and qualitative service with minimal inconveniences for the customer.
• Field corrective actions & preventive maintenance
  - Prioritize, plan and execute field corrective actions, upgrades and actions for preventive maintenance on all Waters ADx instruments & systems according to the regulatory instructions and mandatory procedures within the predefined timeframe to ensure business continuity for the customer. Successfully completes all formal training on Waters products as required by territory assignment. Maintains professionalism at all times through dress, behavior, oral and written communications. Functional administrative reporting
  - Manage the personal planning and administration, as required by management. Inform the Planning & Dispatching of performed assignments (by means of service reports, Engineering Change Notice files, Field Change Notices, technical reports, service bulletins, historical account information, etc...). Put all relevant data in the service management systems in order to guarantee optimal operational efficiency and to deliver the necessary information for an adequate capacity planning and dispatching Maintenance of car stock
  - Maintain the personal car stock by completing missing and returning excessive spare parts and tools, according to the recommended European guidelines in order to be fully equipped and prepared for the successful execution of the operational tasks. Quality compliance
  - Comply with all quality, ISO, GMP and safety regulations as required by the organization and with the Service levels as agreed with the customer in order to always deliver an outstanding qu