Dahlia Recruitment is partnered with this exciting global Medical Device company to recruit for an experienced Field Service Engineer based in the Midlands to cover Leicester, Nottingham and Derby areas. This role will have primary responsibility for the service, maintenance and in-field customer experience for both the current and future install base.
SPECIFIC RESPONSIBILITIES & ACCOUNTABILITIES:
Delivery of all technical service support in a customer-focused, efficient and profitable manner to increase customer satisfaction, loyalty, retention and to exceed their expectations.
Ensure all Technical Service Support activities support and strengthen the strategic and commercial growth objectives of the organisation.
Meet the key performance indicators as set by the EMEA Service Manager to determine and improve the effectiveness of all technical service support activities.
Manage the end-to-end complaint handling documentation, service records, & reports.
Analyse causes of complaints upon receipt of returned devices.
Oversee the repair & test returned medical devices distribution network.
Responsible for the return, recertify, & reissue medical devices for evaluation, maintaining logistic control & tracking.
Provide level II/III troubleshooting & customer support as needed.
Update Device History Records in document control system when required.
Maintain inventory status of devices & spare service parts in MRP / ERP systems.
Resolve customer (direct & indirect) technical complaints and respond to complex customer technical inquiries
Service as a profitable part of our three commercial pillars (Capital, Consumable, Service)
Prepare and oversee the preparation of reports and or statistics related to the technical service support function for the Corporate and Local SLT as required
Develop technical service support representatives
Manage and appraise the performance of associated technical service support personnel in line with commercial/sales leads in EMEA market as required
Foster an environment of teamwork, continuous improvement, and ensure a responsibility to provide world class external and internal customer service.
Ensure a high level of productivity, training, development, motivation, and commitment within the team.
Deploy customer technical support service activities into Customer Support Database and document customer complaints for EMEA service team
Facilitate service provisions for timely dispatch of repaired devices, faulty devices and loaner devices.
Assist in Customer Relationship Management by providing timely and accurate customer technical support and service information.
Link with Distributor and Direct network for service training and activation
Provide back-up support for service support activities in field where necessary
Support the data/IT elements of devices insuring successful roll out and installations
General administrative support as required to ensure smooth operations including responsibility for own diary and customer call slots.
Any other duties as deemed necessary to support the EMEA Service Manager and wider team as needed.
SKILLS, KNOWLEDGE AND EXPERIENCE:
Experience of working in Endoscopy is highly desirable
Strong information processing skills
Experience with document management systems (e.g. D365 or similar) is highly desirable
Previous experience in a similar Service environment (desired experience 5+ years)
Strong project management and organisational skills multi-tasking with fluid and challenging deadlines will be part of the day-to-day growth of the business.
Experience in recording and documenting service (inc. complaint-handling process) in line with regulatory requirements (ISO13485).
Technical ability and understanding of electromechanical devices to allow over the phone troubleshooting.
Technical Service management and complaints-handling experience.
High level of computer skills, particularly in MS Office suite, and a good ability to learn new systems.
Strong commercial awareness in order to identify new business opportunities
PERSONAL ATTRIBUTES:
Ability to build rapport with a broad range of people.
Excellent communications skills with a focus on customer-centric delivery (for both internal and external customers to the business).
Collaborative and supportive approach with excellent interpersonal skills.
Highly motivated and energetic problem-solver. As a fast-growing organisation having a flexible and agile approach, and a can do attitude is a must.
Openness and adaptation to change.
Desire to learn and develop.
Strong commitment to quality.
Willingness to take ownership and control of this role to drive positive outcomes.
Attention to detail and the capability to analyse data and make sound conclusions
QUALIFICATIONS
Educated to degree-level standard essential with strong written and verbal skills
Automated endoscope reprocessors quarterly testing (WTM2) & Automated endoscope reprocessors annual testing (WTM3) or Automated endoscope reprocessors periodic testing (WTM5) validation qualification is highly desirable
Highly competent/experienced user of MS Office packages.
This is an excellent opportunity to join a company that has a fantastic culture. The role offers ongoing training and career development opportunities.
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