Technical Support Engineer - Medical Devices

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

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• Assess, overhaul, test, diagnose, repair and calibrate customers' medical device equipment, ensuring that it is returned to them 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.
  
• Respond to service related queries and technical requests of existing and new customers as per SLA.
  
• Enter data onto the Company's CRM/ERP system.
  
• Liaise with and support Service Engineers as required.
  
• Maintain thorough technical product knowledge.
  
• 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.
  
• Support with other general Service related duties as required.
  
• Provide monthly written and verbal reports to your line manager on your service activities.
  
• Suggest improvements to products and detail competitor activity.
  
• Address customer issues effectively and in a timely manner, seeking support and guidance where required.
  
• Adhere to the Company's Quality policy and objectives, and the requirements of the Company's Business Management System.
  
• Attend Customer Complaints meetings, provide service input, assessment and follow-up, as required.
  
• Maintain up-to-date knowledge of and ensure compliance with Standard Operating Procedures relevant to role.
  
• 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 Group at all times.
  
• Attend training courses, as required.
  

Support with Technical Training programs.

Mandatory

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• Hands on practical experience of using tools and instruments in a technical service role.
  

Desirable

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• Experience in servicing and repair of critical care products.
  
• Healthcare / medical device industry background.
  
• BTEC or NVQ level 3 in Mechanical, Electronic Engineering or equivalent.
  

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• 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 environment.
  
• 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.