Job Title:Service Engineer
Job Function / Dept:Service Support
Reporting To:Service Manager
Location:South Wales / Cardiff based
*To assist the Service Manager in providing customers with full service support for the Division's products, primarily Medical Equipment, but also other products that may be added or require support from time to time.
*The service support will cover preparing and delivering service training courses to customers, both in house and onsite. This will include worldwide travel as and when required.
*Service support will also cover the maintenance and repair of products sited on customers premises ensuring they are left in good working order, repair of products returned to the Department and maintenance/repair of product of internally held equipment.
*To travel to customer's sites and rectify any reported product defect at short notice.
*To assist customers with technical enquires via telephone and email.
*To assist the Service Manager in maintaining and updating service documentation released to customers.
*To assist the Service Manager in maintaining an adequate stock of spare parts.
*To assist the Service Manager with special projects as and when the need arises.
*To assist the Service Manager in 5s projects, audits and any other associated activities.
*To assist the Service Manager in the preparation of service documentation, service manuals, quality control information, 5s projects, forecasts and budgetary information.
Channel: NHS Market, Private Hospitals, distributors
Key duties and responsibilities:
*To project a positive and professional image of the Service Department and its staff to the public.
*To set up, prepare, organize and deliver customer service training courses worldwide with the aid of the Service Management Team.
*To repair equipment and ensure it is returned to the customer in good working order, with no damage caused to the equipment during repair.
*To lift and carry equipment maximum of 20 kilos in weight either in the workshop or from a vehicle to a customer's workshop. (Trolley available for use.)
*To repair equipment at the customer's premises and carry out planned preventative maintenance visits as per customer contract schedules.
*To drive up to and sometimes in excess of 200 miles in one day.
*Must be available for short stays away from home to undertake service visits in the United Kingdom and abroad.
*To document all repairs concisely and correctly in a clear and legible manner, including the maintenance of a file on all repairs.
*Assist the Service Manager in the maintenance of an adequate spare part stock holding.
*Assist the Service Manager in the preparation of service documentation, manuals, quality control information, forecasts and budgetary information.
*Other special projects as directed by the Service Manager.
Knowledge / Skills / Experience:
*HNC Electronics or higher
*Preferably experience in medical equipment servicing and customer facing service although NOT ESSENTIAL as full training given
*Repairing equipment to component level, experience in surface mount repairs
*Experience of delivering training and presentations would be desirable
*Excellent verbal and written communication skills both over the telephone and face to face. Demonstrating a high level of customer service, professionalism and compassion for others at all times. Confidently handling difficult conversations with customers.
*Able to problem solve and seek solutions logically in challenging situations using initiative and resourcefulness.
*Demonstrate a motivated and passionate approach to work, taking ownership for tasks.
*Planning and organising to manage time, KPI's and workload effectively.
Other Essential Requirements:
*It is essential to have excellent written and spoken English.
*UK Requirements: Eligibility to work in the UK (essential).
*Driving Licence: Required to hold a valid UK drivers licence.
*Travel: Ability to travel within the UK and abroad with overnight stays as and when required.
*Due to the nature of this role, there will be a limited requirement to undertake work outside of normal hours i.e. evenings.
*The company may expect you to undertake other tasks outside of this job description
*This job description is not exhaustive and may be updated from time to time
*IT: Must be have intermediate level Microsoft Office skills namely Excel, Word and PowerPoint.
Internal and External Contacts:
*Internal - Internal contacts: Customer Service Advisors, Team Leaders, Managers, and cross functional departments
*External: Hospital staff, Consultants, Nurses, Doctors and GP's
*Excellent salary package dependent on experience
*£200 Christmas bonus pro rata first year
*£480 attendance bonus
*3% employer pension
*Overtime paid at time and a half (normally weekdays)
Normal working hours are 8:00 to 16:30 Monday to Thursday with an hour lunch and Friday 8:00 to 16:00 with an hour lunch totalling 37 working hours a week.
However, to ensure that we meet our customer's expectations, the Customer Service and Service departments will be required to cover the hours of 16:30 to 17:00 Monday to Thursday and 16:00 to 16:30 on a Friday. This cover will be allocated to you on a rota basis.
Acorn Recruitment acts as an employment agency for permanent recruitment.