Field Service Engineer

Location:
Ideally based in the North of England (e.g., York, Leeds, Hull), with the flexibility to travel regularly to Scotland, particularly Glasgow, Edinburgh and Aberdeen.

JOB PURPOSE (ROLE DEFINITION):

To provide a first class repair and maintenance service to customers and end users of Inspiration Healthcare products and equipment.

MAIN DUTIES AND RESPONSIBILITIES:

• Identify, develop and close service contract opportunities in your assigned territory;
• Test, diagnose, repair and calibrate customers' equipment, ensuring that it is left 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;
• Plan workload to ensure that repairs and maintenance are carried out in a timely manner in line with Company and customer expectations;
• Where appropriate, provide training on the operation of life support equipment for both internal and external technicians and engineers, where required;
• Respond to service related queries and technical requests of existing and new customers;
• Maintain thorough technical product knowledge including the ability to demonstrate and provide training on the Company's products;
• 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;
• Provide routine written and verbal reports to your line manager on your service activity;
• Suggest improvements to products and detail competitor activity;
• Maintain and develop organisational culture, values and reputation in all markets and with customers, principals, partners and regulatory/official bodies;
• Address customer issues effectively and in a timely manner, seeking support and guidance where required;
• Collaborate closely with sales, marketing and R&D where required to ensure customer satisfaction and targets are met;
• Comply with hospital access credentialing requirements as required;
• Adhere to the Company's Quality policy and objectives, and the requirements of the Company's Business Management System through Q-Pulse;
• Maintain up-to-date knowledge of and ensure compliance with Standard Operating Procedures relevant to role;
• Participate in the Company's 24/7 telephone support service by being available out of core working hours (rota system) and for the possible delivery or support of emergency equipment;
• 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 at all times;
• Attend training courses if required.

MANAGEMENT RESPONSIBILITIES:

None

EXPERIENCE AND QUALIFICATIONS REQUIRED:

Mandatory:

• Hands on practical experience of using tools and instruments in a technical service role;
• Building relationships and communicating successfully with hospital staff;
• Full driving licence and an ability to travel in the UK and occasionally overseas

Desirable:

• Experiencing in servicing operating theatre and/or critical care products.
• Healthcare / medical device industry background;
• Clinical knowledge of product application;

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 customer environment;
• Able to demonstrate and provide training on both disposable products and capital equipment to hospitals and other healthcare institutions in a professional, articulate manner;
• 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.