Job Title: Service Engineer Location: Loughton Employment Type: Permanent 37 hours a week Travel: 50%Main Purpose of JobTo ensure that customers remain satisfied with their equipment by providing first line technical support to customers and colleagues, repairing equipment in a timely fashion and otherwise promoting the service business.Role and ResponsibilitiesTasks include:Providing technical support and advice to our customers, distributors and colleagues via our telephone helpdesk, service email and site visits.Liaising with customers on logistics, including shipment from factory of new instruments and return of faulty instruments to the factory.Diagnosis and repair of faulty instruments in accordance with Turnaround Time targets.Complete service reports for all jobs, noting the work done and highlighting issues for further action.Timely escalation of cases, when necessary.Occasional support of design and development through product testing.Occasional building of instruments in accordance with Turnaround Time targets.Maintain databases on customer service in order to produce reports on KPI''s such as Mean-Time-To-Failure, Customer Satisfaction, Turnaround Time, Right-First Time Fixes, Repeat Visits etc.Promoting sales of contracts and service parts.Occasional attendance at trade shows.Installation of our Cryo Transfer systems and other related products.Training of customers in the use of our equipment.Travel within the UK and internationally as required.These activitie