National Technical Support, PMLS, UK in Milton Keynes

Location: Huntingdon, UK | Petersborough, UK | Cambridge, UK | Leicester, UK | Northampton, UK | Milton Keynes, UK

Field-based, frequent travel to Huntingdon office for trainings.

Position Overview

The Field Service team supports customers with their engineering requirements in the field. In this role, the team ensures our customers receive the best possible service support, and service is consistently of the highest quality. The focus of this NTS role is around UK Training and Support, which includes but is not limited to supporting customers with regular training, resolving problems, and repairs where required. For the purpose of job classification, this position is field-based and reports to the Service Centre Supervisor.

Role Functions

• Respond to customer calls and emails during office hours, Monday to Friday, ensuring customers are contacted within 24 hrs of their initial call.
• Takes ownership of the Training Centre / Academy.
• Manages customer training requests and develops training plans according to training needs.
• Take responsibility for the arrangement and delivery of a technical training course schedule, including both internal employees and external customers.
• Training types to include both webinar and face-to-face training, with face-to-face at both customer site and UK Huntingdon office.
• Further develop our UK technical training academy, including developing and maintaining a series of web-based training videos, as well as developing new training materials for existing and future product lines to meet customer needs.
• In conjunction with the Service Manager and Service Centre Supervisor, develop a step-by-step plan to turn the UK technical training academy into a profitable service business.
• Assist the Service Manager and Supervisors by assessing team competencies and developing a technical training schedule for internal Technicians/Engineers.
• Assist the Service Manager by assessing 3rd party support engineers and developing a training schedule to bring their competencies up to the required level.
• Support both the Workshop and Field activities when required to ensure timely service delivery to our customers.
• Act as an escalation point for technical queries.
• Support new and existing service team members with training and onsite support, which could include maintenance (PPM) visits and installations where required.
• Actively gather feedback from customers on all types of service support, not only in relation to technical training.
• Assist Service Manager and field supervisors with management of Field Service Goals relating to Customer Satisfaction / Customer training commitments.
• Help promote Service Level Agreement contracts as required.
• Management of training devices, test equipment, loan devices, spare parts inventory, company funded vehicle, and other company equipment and supplies as required.
• Acts as an Ambassador for change.
• Provide a monthly report to the Service Manager, including training course data, feedback scores, analysis of course quality, and potential improvements.
• Other tasks or responsibilities designated by the Service Supervisor/Manager from time to time.

Qualifications And Experience

• Educated to Degree level or equivalent in Electrical Engineering/Electrical Engineering Technology alongside some experience servicing electronic equipment, or a High School Diploma (HND/HNC) with significant experience in servicing electronic equipment.
• Strong written and verbal English skills are essential.
• Technically proficient in the troubleshooting, repair, and calibration of Electronic Medical equipment, or demonstrate experience in working on similar Electronic equipment.
• Well-organised, able to function independently with minimum supervision.
• Customer orientated, with good interpersonal, verbal and written communication skills.
• Enthusiastic together with a can-do attitude.
• Acute decision-making skills and the ability to discuss and resolve service issues with Service Supervisor/Manager.
• Must be familiar with computer and office software.
• Willingness to be in a field-based role, supporting customers and travelling as required to perform the role.
• Experienced in delivering technical-based training.

What’s in it for you?

Mindray Europe, as part of the global Mindray business, offers a wide selection of bespoke benefits dependent on your location, along with a competitive compensation package and a commitment to a long-term working relationship. With industry-leading training and development available to you, you are sure to have a highly rewarding and mutually beneficial career with Mindray, in a culture that values honesty and fun! Our goal is to continuously improve and sustain an inclusive culture in which diversity provides deeper customer insights and creates a competitive advantage in the markets we serve. By attracting, developing, and engaging the best team of diverse, empowered associates, we help build success for ourselves and our customers.