Field Service Engineer in Didsbury

Dahlia Recruitment - Life Sciences are working in partnership with a Global Healthcare company to recruit for an experienced Field Service Engineer as they enter an exciting and challenging growth period. This role will require a weekly on-site day at Head Office in Manchester, so ideally you will live within 1 hour's commuting distance. You must have a full clean driving licence and be willing to travel.

Due to continuing growth and increasing demands within the UK market, we are looking to recruit a field service engineer with experience in Medical Devices to join the highly successful service team.

SPECIFIC RESPONSIBILITIES & ACCOUNTABILITIES:

• Delivery of all technical service support in a customer-focused, efficient and profitable manner to increase customer satisfaction, loyalty, retention and to exceed their expectations.
• Ensure all Technical Service Support activities support and strengthen the strategic and commercial growth objectives of the organisation.
• Meet the key performance indicators as set by the EMEA Service Manager to determine and improve the effectiveness of all technical service support activities.
• Manage the end-to-end complaint handling documentation, service records, & reports.
• Analyse causes of complaints upon receipt of returned devices.
• Oversee the repair & test returned medical devices distribution network.
• Responsible for the return, recertify, & reissue medical devices for evaluation, maintaining logistic control & tracking.
• Provide level II/III troubleshooting & customer support as needed.
• Update Device History Records in document control system when required.
• Maintain inventory status of devices & spare service parts in MRP / ERP systems.
• Resolve customer (direct & indirect) technical complaints and respond to complex customer technical inquiries.
• Prepare and oversee the preparation of reports and or statistics related to the technical service support function for the Corporate and Local SLT as required.
• Develop technical service support representatives.
• Manage and appraise the performance of associated technical service support personnel in line with commercial/sales leads in EMEA market as required.
• Foster an environment of teamwork, continuous improvement, and ensure a responsibility to provide world-class external and internal customer service.
• Ensure a high level of productivity, training, development, motivation, and commitment within the team.
• Deploy customer technical support service activities into Customer Support Database and document customer complaints for EMEA service team.
• Facilitate service provisions for timely dispatch of repaired devices, faulty devices and loaner devices.
• Assist in Customer Relationship Management by providing timely and accurate customer technical support and service information.
• Link with Distributor and Direct network for service training and activation.
• Provide back-up support for service support activities in the field where necessary.
• Support the data/IT elements of devices ensuring successful roll out and installations.
• General administrative support as required to ensure smooth operations including responsibility for own diary and customer call slots.
• Any other duties as deemed necessary to support the EMEA Service Manager and wider team as needed.

SKILLS, KNOWLEDGE AND EXPERIENCE:

• Experience of working in Endoscopy is highly desirable.
• Strong information processing skills.
• Experience with document management systems (e.g. D365 or similar) is highly desirable.
• Previous experience in a similar Service environment (desired experience 5+ years).
• Strong project management and organisational skills; multi-tasking with fluid and challenging deadlines will be part of the day-to-day growth of the business.
• Experience in recording and documenting service (inc. complaint-handling process) in line with regulatory requirements (ISO13485).
• Technical ability and understanding of electromechanical devices to allow over the phone troubleshooting.
• Technical Service management and complaints-handling experience.
• High level of computer skills, particularly in MS Office suite, and a good ability to learn new systems.
• Strong commercial awareness in order to identify new business opportunities.

PERSONAL ATTRIBUTES:

• Ability to build rapport with a broad range of people.
• Excellent communications skills with a focus on customer-centric delivery (for both internal and external customers to the business).
• Collaborative and supportive approach with excellent interpersonal skills.
• Highly motivated and energetic problem-solver.
• As a fast-growing organisation, having a flexible and agile approach, and a can-do attitude is a must.
• Openness and adaptation to change.
• Desire to learn and develop.
• Strong commitment to quality.
• Willingness to take ownership and control of this role to drive positive outcomes.
• Attention to detail and the capability to analyse data and make sound conclusions.

QUALIFICATIONS:

• Educated to degree-level standard essential with strong written and verbal skills.
• Automated endoscope reprocessors quarterly testing (WTM2) & Automated endoscope reprocessors annual testing (WTM3) or Automated endoscope reprocessors periodic testing (WTM5) validation qualification is highly desirable.
• Highly competent/experienced user of MS Office packages.