Technical Support Engineer

1 week ago

Croydon CR YL, United Kingdom Inspiration Healthcare Ltd Full time £30,000 - £60,000 per year

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;
  • Entering 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

  • Experiencing 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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