Customer Support Specialist - Oxford based

Key Responsibilities Maintain the optimal functionality of the BloodTrack system, ensuring that hardware and software issues are identified, accurately diagnosed, recorded and actively resolved. Monitor the onsite helpdesk support line and voicemail, responding to requests by telephone, remotely or through an onsite visit, as appropriate. Check system activity and equipment reports, follow up overdue actions, and investigate tests or activities that have not transferred correctly to BloodTrack Manager. Work closely with clinical users, laboratory teams, hospital IT and other departments, third-party partners and Haemonetics colleagues to resolve concerns and minimise downtime. Conduct scheduled reviews and rolling preventative maintenance of PDAs, printers, blood fridges and other relevant devices, maintaining accurate maintenance and asset records. Process faulty devices, coordinate third-party repair and collection, receive and configure replacement equipment, and maintain appropriate levels of spare equipment. Maintain accurate helpdesk, asset, location and KPI records, including logging calls and issues and keeping system naming and device profiles current. Prepare and deliver regular reports, including monthly KPI reporting, and identify opportunities to improve system utilisation and service delivery. Develop and maintain troubleshooting guides and other practical support materials for equipment and system issues. Training