Job Title: Field Service Engineer (Diagnostics Solutions)
Location: Kigali, Rwanda

About the Role

The Company is seeking a skilled and customer-focused Field Service Engineer (FSE) to support diagnostic solutions within Rwanda and the wider region. This role is critical in delivering high-quality technical support, ensuring optimal performance of laboratory instruments, and enhancing the overall customer experience.

The successful candidate will act as a technical expert, supporting field operations, troubleshooting complex issues, and collaborating with internal stakeholders to ensure effective service delivery and product implementation.

Key Responsibilities

• Install, service, and maintain complex diagnostic laboratory instruments with minimal supervision.
• Perform preventive and corrective maintenance, including software and hardware upgrades.
• Provide timely technical support both onsite and remotely in response to customer requests.
• Troubleshoot and resolve technical issues, managing complex customer situations effectively.
• Complete all required service documentation accurately and within expected timelines.
• Log, track, and manage customer complaints through designated systems for resolution.
• Conduct follow-ups with customers to ensure instrument functionality and satisfaction.
• Maintain appropriate spare parts inventory and calibrated tools.
• Collaborate with internal teams including Applications, Commercial, Marketing, Quality, and Customer Service locally and internationally.
• Support new product launches, acting 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 required.
• Contribute to a diverse and inclusive work environment.
• Dedicate full working time to field service activities.

Requirements

• Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering (preferred).
• Advanced proficiency in Microsoft Office.
• Strong analytical and problem-solving skills.
• Ability to work effectively within a matrix organisation.
• Excellent communication skills in English (verbal and written).
• Willingness to travel regularly within East Africa and occasionally internationally.
• Strong customer focus with a proactive, solution-oriented mindset.
• Ability to work independently while contributing to a broader team environment.
• High level of accountability, adaptability, and commitment to achieving results.
• Demonstrated ability to build and maintain effective working relationships.

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IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.