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Technical Service Manager
3 months ago
As the Technical Service Manager, you will be joining a fast growing business based in Banbury. As the Service Manager, you will play a critical role in ensuring the delivery of high-quality service to their clients. You will oversee the service department, including technical support, repairs, and customer assistance. This role incorporates both on-site engineering and office based Monday - Friday 9am - 5pm.
Key Accountabilities and Responsibilities for the Technical Service Manager
- Lead and manage a team of service technicians and support staff, providing guidance, training, and support to ensure exceptional service delivery
- Oversee all aspects of service operations, including scheduling, dispatching, and prioritising service requests
- Provide technical expertise and assistance to clients and internal staff regarding the installation, operation, and maintenance of medical devices. Troubleshoot technical problems and coordinate solutions with manufacturers as needed
- Coordinate repair and maintenance activities for medical devices, ensuring compliance with manufacturer guidelines and regulatory standards.
- Develop and implement preventive maintenance programs to prolong equipment lifespan and minimise downtime
- Build and maintain strong relationships with clients, serving as the primary point of
- Collaborate with sales and account management teams to identify opportunities for service improvement and upselling
- Implement and maintain quality assurance processes to ensure the highest standards of service delivery
- Conduct regular audits and inspections to assess compliance with service protocols and regulatory requirements
- Establish KPIs and metrics to monitor the performance of the service department
- Analyse data and generate reports to track service levels, identify trends, and implement continuous improvement initiatives
- Develop training programs and materials to enhance the skills and knowledge of service personnel
Key skills, attributes and experience required for the Technical Service Manager
- Strong technical background in biomedical engineering, healthcare service management, or a related field
- Previous experience in refrigeration (F-Gas certification)
- Proven ability to troubleshoot and resolve complex technical issues related to medical devices
- Familiarity with regulatory requirements governing medical device servicing, including MDR, IVDR regulations and ISO standards
- Proficiency in using service management software and tools for scheduling, tracking, and reporting service activities
- Excellent leadership and team-building skills, with the ability to motivate and inspire staff to achieve service excellence
- Exceptional customer service skills, with the ability to build rapport with clients and address their needs in a timely and professional manner
- Excellent communication and interpersonal skills, with the ability to communicate technical information effectively to both technical and non-technical audiences
What's in it for you?
You will be joining a well-established company, the annual salary is c£50,000 plus 25 days holiday, the chance to be part of a growing successful company, with career advancement and professional development, pension (increases after 6months), training and joining a dynamic and collaborative work environment with a focus on innovation and excellence.
