Craig Williams

Working within the Diagnostics Division at Hologic across PCR, TMA, and Cytology platforms, I am responsible for delivering a high level of service during the installation, maintenance, and repair of complex diagnostic systems incorporating electrical, mechanical, robotic, and software components. The role combines hands-on on-site service with advanced remote technical support, including acting as a second-level escalation point for Field Service Engineers to support timely and effective issue resolution.

In the role I work closely with Sales, Technical Support, and customers to provide effective pre- and post-sales support, ensuring expectations are aligned and that installations, repairs, and preventative maintenance activities are planned and delivered as required. I'm also responsible for the extraction, analysis, and reporting of KPI and CRM data for key sites, using this insight to identify trends, highlight product performance anomalies, and provide practical recommendations to regional management for service and process improvements. In addition to field responsibilities, I deliver technical product training for both new and existing hires at the Hologic Training Center, supporting on-boarding, skills development, and consistent service standards across the field team. I also support the Technical Field Support group through the creation and testing of service bulletins and the implementation of new products in the field. I regularly operate in high-pressure, customer-facing environments, communicating clearly with stakeholders at all levels and maintaining confidence throughout complex service situations.

In August 2009 I was approached and offered a Field Service Engineer's position in Australia with a distributor I had previously visited to provide technical training and had also supplied technical support directly with for nearly three years during my time at CyDen/Energist.

Within the role it was my primary duty to provide technical support to over 300 clients located all across Australia.

This included over the phone troubleshooting through to arranging travel and completing on site repairs for medical, dental and cosmetic high end capital equipment down to component level.

In the role I worked on surgical, cosmetic and other products located in beauty salons, private and public hospital theatres and specialized clinics.

As well as reactive measure, I was also responsible for routine maintenance across the territory. During my time in the role I developed strong customer relationships, and planning skills which was critical to my job and the vision and goals of the company.

Initially started my time at CyDen, a small startup company in South Wales, as part of a manufacturing team producing professional IPL laser equipment. During such time I was responsible for the repair of any in process defects. After a short period I was given the opportunity to develop and maintain the service and warranty department, and as a result was responsible for technical support and training for both our direct market in the UK, and also supporting 62 global distributors worldwide while working within ISO9001 and MHRA medical standards. It was also my responsibility to work closely with R&D department, providing feedback of field corrective and preventative measures to continue product stability and development and writing and testing field Technical Bulletins. The position required frequent out of hours support and global travel.

To support and ensure a smooth operating plant by conducting daily/monthly maintenance and electrical checks.

Additionally support any new electrical installations required.

During my time, I also spent time working with Siemens PLC's and heavy end inverters and three phase motors which are included in the normal day to day operations and potential breakdowns.

Working with the senior Technician, it was our responsibility to ensure fully functional electronic equipment in each of the lecture rooms.

Additionally a further part of my role was to assist the electronic lectures with required electronic materials and student support.