Technical Services Team Leader

3 weeks ago

Didcot, Oxfordshire, United Kingdom ResMed Full time

Job Summary:

We are seeking a highly skilled Technical Services Team Leader to join our team at ResMed. The successful candidate will be responsible for managing the UK technical services workshop and providing technical support to customers and internal teams.

Key Responsibilities:

  • Manage and lead the TSV team and the TSV workshop in the UK.
  • Take ownership of customer queries on ResMed products, research solutions, and promptly respond while maintaining the highest level of quality.
  • Provide technical aftersales support, technical training, and repair ResMed products, investigate device failures, upgrade systems, perform product maintenance, and testing.
  • Enable close and successful collaboration with other departments, especially customer service, QA&RA, and logistics teams.
  • Ensure all procedures are applied by the technical team to deliver a high-quality of repairs, propose changes, and coordinate the implementation of procedures.
  • Put in place and maintain a KPI management system using the same metrics as the rest of the EU.
  • Organize the way we work in the UK workshop to achieve these KPIs.
  • Actuate trainings as needed and keep track records of technical team trainings.
  • Ensure the replenishment of spare parts and consumables is efficient.
  • Use and apply 5S and Lean/6Sigma methodologies.
  • Ensure traceability of devices into the ERP system and other traceability tools is accurate.
  • Manage metrology topics.
  • Keep a safe and clean workshop environment.

Requirements:

  • Engineering degree in electronics or equivalent with at least 5 years of experience in medical devices repairs.
  • Strong knowledge and experience using an ERP system such as Kumavision or Oracle.
  • Fluent English is required.
  • Knowledge of measurement units and electronic parts.
  • Ease with computers: Microsoft office (Word, Excel, PowerPoint, Outlook) and CRM tools.
  • Professional and effective communications skills – both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
  • Ability to interact professionally with senior internal and external personnel, to drive resolutions that contribute to company plans and objectives.
  • Able to grow his skills and the skills of the team by working as a team member and being able to manage conflict.
  • Customer-oriented and Quality mindset together with and autonomous and rigorous personality.

Preferred Qualifications:

  • First experience in team management.
  • Experience working with hospitals and healthcare professionals.
  • Working knowledge of the UK healthcare system and demonstrated ability to manage relationships with healthcare professionals.
  • Be a force of proposals for continuous improvement with good knowledge of 5S, Lean, 6Sigma methodologies.

Additional Information:

  • At ResMed, all employees benefit from a bonus plan, the percentage of which depends on your position within the organisation.
  • Hybrid role: you will work several days in the office, with working-from-home flexibility for the rest of the week.
  • You also have access to a referral bonus and to ResMed's preferred shareholding programme.
  • Internal career opportunity - joining an international fast-pace and massively growing company.

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