Lloyd Mukunza
Johannesburg
Summary
Experienced Field Service Engineer and Technical Trainer with over 20 years of experience in the medical diagnostics and IVD industry, specializing in installation, maintenance, troubleshooting, calibration, and technical support of diagnostic analysers. Proven leadership capability in mentoring engineers, delivering technical training, managing escalations, and driving operational excellence across customer sites in Southern and East Africa. Strong working knowledge of ISO 13485 quality systems, regulatory compliance, and customer service management. Adept at building high-performing teams, improving service delivery, and maintaining strong customer relationships.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Field Service Engineer / Technical Trainer
Sysmex
Johannesburg
08.2023 - Current
- Deliver advanced technical training on installation, operation, troubleshooting, and maintenance of diagnostic analysers.
- Conducted competency assessments and provided post-training support to enhance user proficiency and ensure equipment reliability.
- Install, calibrate, validate, and maintain IVD instruments according to manufacturer specifications and regulatory standards.
- Act as a key escalation point for complex technical and customer issues, ensuring timely resolution and customer satisfaction.
- Build strong customer relationships with laboratories and healthcare stakeholders through proactive support and communication.
- Designed and updated SOPs, technical manuals, presentations, and hands-on training modules to comply with ISO 13485 standards.
- Ensure compliance with company quality systems, regulatory requirements, and service protocols.
- Supported operational excellence through precise service reporting, thorough documentation, and implementation of continuous improvement initiatives.
Field Engineer (Automation)
Roche Diagnostics
Johannesburg
09.2016 - 08.2023
- Managed installations, preventive maintenance, troubleshooting, and repairs of automated diagnostic analysers to ensure optimal performance.
- Delivered on-site and remote technical support to laboratories across assigned regions, enhancing operational efficiency.
- Maintained high service standards by adhering to ISO 13485, FDA, and IVDR requirements, ensuring compliance and safety.
- Trained laboratory staff and end-users on instrument operation, maintenance, and troubleshooting procedures.
- Collaborated with internal stakeholders and customers to resolve escalated technical issues effectively.
- Managed spare parts inventory and coordinated service activities to minimize downtime.
- Maintained accurate service documentation, calibration records, and maintenance logs.
Field Service Engineer (Africa)
STATmedical
Johannesburg
03.2016 - 09.2016
- Conducted preventive maintenance and repairs, enhancing equipment reliability and operational efficiency.
- Installed and configured medical diagnostic equipment at healthcare facilities across Africa.
- Delivered technical training and provided ongoing customer support, empowering healthcare professionals to effectively utilise equipment.
- Maintained compliance with ISO standards and medical device regulations.
- Developed strong customer relationships through timely technical support and follow-up, ensuring continued satisfaction and trust.
Biomedical Engineer
MasMed
Johannesburg
02.2015 - 03.2016
- Conducted testing, diagnostics, and performance analysis of biomedical equipment to ensure optimal functionality.
- Diagnosed equipment faults and coordinated repairs and replacement activities.
- Assisted with regulatory compliance and maintained equipment to uphold safety standards.
- Educated healthcare professionals on proper equipment usage and safety practices to enhance patient care.
Consultant (Medical Devices)
Biodynamics
Harare
01.2013 - 01.2015
- Advised clients on tailored medical device solutions and strategies, enhancing decision-making and operational effectiveness.
- Collaborated with sales and technical teams to identify customer requirements and deliver tailored solutions.
- Managed customer relationships and coordinated project activities to ensure timely delivery of customised solutions.
- Assisted clients in overcoming technical and operational challenges, facilitating smoother project execution.
Field Service Engineer
Lab Assist Zimbabwe
Harare
03.2005 - 12.2012
- Diagnosed equipment faults and performed repairs on electrical, mechanical, and hydraulic systems.
- Provided technical support, troubleshooting, and repair of laboratory and medical equipment, ensuring optimal functionality and compliance with industry standards.
- Delivered remote and on-site support, contributing to increased equipment uptime and enhanced customer satisfaction.
- Scheduled and managed service calls prioritising urgency and customer requirements, enhancing response times and service quality.
Education
Master of Science (MSc) - Material Physics
Midlands State University
Gweru, Zimbabwe01-2014
Bachelor of Science (BSc) - Applied Physics
National University of Science and Technology
01-2004
Skills
- Field Service Operations
- IVD Diagnostic Analysers
- Technical Escalation Management
- ISO 13485 Compliance
- Customer Relationship Management
- Preventive Maintenance & Calibration
- Service Documentation & Reporting
- Installation & Commissioning
- KPI Monitoring & Continuous Improvement
- Technical Training & Competency Development
- Root Cause Analysis & Troubleshooting
- Regulatory Compliance
- Cross-functional Collaboration
- Haematology Analysers
- Clinical Chemistry Systems
- Automation Platforms
- Calibration & Validation
- Preventive Maintenance
- Remote Diagnostics & Technical Support
- Laboratory Workflow Support
Certification
- ISO 13485 Quality Management Systems Training
- Technical Training in IVD Diagnostic Systems
- Regulatory Compliance & Service Documentation
Additional information
Valid Driver's Licence, Willing to travel locally and internationally, Excellent communication, leadership, and problem-solving abilities, Strong customer-centric mindset and operational management skills
Timeline
Field Service Engineer / Technical Trainer
Sysmex
08.2023 - Current
Field Engineer (Automation)
Roche Diagnostics
09.2016 - 08.2023
Field Service Engineer (Africa)
STATmedical
03.2016 - 09.2016
Biomedical Engineer
MasMed
02.2015 - 03.2016
Consultant (Medical Devices)
Biodynamics
01.2013 - 01.2015
Field Service Engineer
Lab Assist Zimbabwe
03.2005 - 12.2012
Master of Science (MSc) - Material Physics
Midlands State University
Bachelor of Science (BSc) - Applied Physics
National University of Science and Technology