Dahlia Recruitment - Life Sciences are working in partnership with a rapidly growing Global Medical Device company. Due to continuing growth and increasing demands within the UK market we are recruiting a field service engineer with experience in Endoscopy to join our highly successful service team. The role will cover surrounding areas of Leicester, Nottingham, Derby etc

This role will have primary responsibility for the service, maintenance and in-field customer experience for both the current and future install base.

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 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

·      Service as a profitable part of our three commercial pillars (Capital, Consumable, Service)

·      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

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.

This is an excellent opportunity to join a growing company with fantastic working culture who are highly people centric.

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