Job Purpose (Role Definition)
To provide a first class repair and maintenance service to customers and end users of Inspiration Healthcare Group medical device products.
Main Duties And Responsibilities
* Assess, overhaul, test, diagnose, repair and calibrate customers' medical device equipment, ensuring that it is returned to them in a fully operational state, or otherwise communicate to customer if additional work is required and the timescale for its completion.
* Use the necessary tools/instruments as required for the proper and safe performance of the task.
* Respond to service related queries and technical requests of existing and new customers as per SLA.
* Enter data onto the Company's CRM/ERP system.
* Liaise with and support Service Engineers as required.
* Maintain thorough technical product knowledge.
* Ensure paperwork and documentation is up-to-date and accurate for traceability of all repairs and parts used.
* Strengthen the quality and volume of relationships between the Company and existing and new customers through the provision of a high quality, efficient, courteous and professional service.
* Support with other general Service related duties as required.
* Provide monthly written and verbal reports to your line manager on your service activities.
* Suggest improvements to products and detail competitor activity.
* Address customer issues effectively and in a timely manner, seeking support and guidance where required.
* Adhere to the Company's Quality policy and objectives, and the requirements of the Company's Business Management System.
* Attend Customer Complaints meetings, provide service input, assessment and follow-up, as required.
* Maintain up-to-date knowledge of and ensure compliance with Standard Operating Procedures relevant to role.
* Actively participate as a member of the service team in terms of maintaining morale, building a successful service function, and proactively contributing to discussions and meetings.
* Maintain up-to-date knowledge of and ensure compliance with health and safety procedures and regulations.
* Uphold the ethos and good name of IHL Group at all times.
* Attend training courses, as required.
Technician Additional Responsibilities
Support with Technical Training programs.
Experience And Qualifications Required
Mandatory
* Hands on practical experience of using tools and instruments in a technical service role.
Desirable
* Experience in servicing and repair of critical care products.
* Healthcare / medical device industry background.
* BTEC or NVQ level 3 in Mechanical, Electronic Engineering or equivalent.
Key Skills And Competencies
* The ability to proficiently use a variety of hand tools and instruments.
* The ability to quickly identify and resolve technical product issues.
* The ability to operate efficiently and successfully in a demanding environment.
* The ability to learn quickly and establish a high degree of technical knowledge and expertise in different products and their application.
* Knowledgeable of, and sympathetic to, the commercial and business aspects of any transaction.
* Understanding and application of healthcare regulations and quality standards in the UK and international markets.
* Knowledgeable of quality assurance principles and policies.
* Strong awareness and understanding of good health and safety practice.
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