Field Service Engineer – Diagnostics Solutions

About the role

IQVIA is looking for a customer‑focused Field Service Engineer to deliver technical support for diagnostic laboratory instruments across Rwanda and the wider East African region. The role involves ensuring instruments operate at peak performance while providing a high‑quality service experience.

Key responsibilities

• Install, service, and maintain complex diagnostic laboratory equipment with minimal supervision.
• Perform preventive and corrective maintenance, including software and hardware upgrades.
• Provide timely onsite and remote technical support in response to customer requests.
• Troubleshoot and resolve technical issues, handling complex customer situations.
• Complete service documentation accurately and within required timelines.
• Log, track, and manage customer complaints through designated systems.
• Conduct follow‑ups to verify instrument functionality and customer satisfaction.
• Maintain spare parts inventory and calibrated tools.
• Collaborate with internal teams such as Applications, Commercial, Marketing, Quality, and Customer Service.
• Support new product launches and act as a liaison between regional service, marketing, and local teams.
• Manage company resources responsibly, including vehicles and service tools.
• Provide on‑call and after‑hours support as needed.

Required profile

• Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering (preferred).
• Strong analytical and problem‑solving abilities.
• Excellent verbal and written communication skills in English.
• Willingness to travel regularly within East Africa and occasionally internationally.
• Proactive, solution‑oriented customer focus.
• Ability to work independently and as part of a broader team.
• High level of accountability, adaptability, and results‑driven mindset.

Required skills

• Advanced proficiency in Microsoft Office.