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Technical Services Team Leader

7 months ago

Didcot, United Kingdom ResMed Full time

We are hiring a Technical Services Team Leader to join our Technical Support team at our Harwell office.

Let's talk about the role:

The primary role of the Team Leader Technician is to manage the UK technical services workshop (30%) and repair devices of the whole ResMed product range along with providing technical support function to customers & internal teams together with technical training to customers (70%). The Team Leader Technician is reporting to the TSV shared services EMEA team which is reporting to the Global Technical Services part of the Global manufacturing and engineering branch of ResMed global supply chain department. It is an onsite position at ResMed UK office in Harwell in the Zephyr building.

Key deliverables include managing and leading the TSV team and the TSV workshop in the UK. Team leader technician is taking ownership of customer queries on ResMed products, research solutions and promptly respond whilst maintaining the highest level in quality. Provide technical aftersales support & technical training together with repairing ResMed products, investigating device failures, upgrading the systems, product maintenance & testing.



Let’s talk about responsibilities:

Team Leader responsibilities and tasks:

Enable a close and successful collaboration with other departments, especially customer service team, QA&RA team and logistics team.  Ensure all procedures are applied by the technical team in order to deliver a high quality of repairs. Propose changes / new procedures and coordinate the implementation of these procedures.  Put in place and maintain a KPI management system (using the same Metrics as the rest of EU) Organize the way we work in the UK workshop in order 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 

​

Technician responsibilities and tasks:

The primary objective of In-house Technician is to perform in-house diagnosis, servicing, repair and testing of customer returned ResMed products/devices using established procedures. Key responsibilities include performing maintenance, testing and calibration of repaired products, ability to interpret data/information captured on devices for analysis, troubleshoot and providing recommended resolutions, preparing quotes and repair reports. Local QA/RA SCHU representative: complaint handling responsible for device data traceability all along the life cycle, Management of complaints via ResMed ERP tool, facilitating communication between local authorities and RCHU. Perform technical training to customers (hospital staff) and manage re-certification process: remote training or Face to Face training when required Loan device management: sending/receiving, keeping record Logistic coordination for service devices: custom clearance paperwork Other tasks and responsibilities as assigned.

Let’s talk about qualifications and experience:

Required:

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:

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 workingfrom home flexibilityfor 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

OK, so what's next?

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now We commit to respond to every applicant.