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Lead Support Engineer - West Midlands

Equipment Types - Bio/Medical Engineering - Public
Ref: 274 Date Posted: Monday 03 Dec 2018
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Operating within a fast growing, dynamic Midlands based medical device company, this is a new role within a growing technical team who are responsible for delivering and supporting an innovative new technology.

 

The Role

This pivotal position requires an experienced Medical Engineer to be responsible for coordinating and executing installation, planned maintenance and breakdown/reactive maintenance activities, and coordinating the company’s helpdesk service.

The Engineer is expected to quickly become the product champion, providing an effective technical interface between the customer and the client, representing their values, whilst acting within the requirements of the company’s Quality Management System. This role involves frequent travel within the UK and occasionally overseas.

 

Principal Responsibilities

  • As the subject matter expert, provide prompt and professional technical support to medical products and customers worldwide.
  • Provide best in class support to customers and authorised service representatives by remote fault diagnosis, technical advice and attendance on-site when issues are escalated beyond the ability of local support resources.
  • Coordinate external service groups and authorised service representatives.
  • Deliver Technical Training to authorised service representatives.
  • Maintain helpdesk and incident logs in line with QMS requirements.
  • Attend meetings to provide technical advice and support to customers and service
  • Carry out installations including handover & acceptance testing, and support external engineers doing the same.
  • Control Service parts inventory & kits, overseeing despatch and return of spare parts to authorised service representatives and end customers.
  • Coordinate the return to base repair loop.
  • Maintain full and accurate records of all activities, in accordance with company procedures.

To provide feedback to product development and design departments in order to continuously improve quality & reliability of existing equipment.

 

Key Knowledge & Required Skills

  • Minimum of 3 years field service experience working within hospital/medical environments including awareness of EBME sign off procedures.
  • Electrical and electronic diagnostic skills down to component level and strong mechanical aptitude.
  • Installing, updating and configuring software.
  • Must be able to communicate clearly and confidently, technical aspects of their work to customers, service representatives and medical specialists. This will require good verbal and written communication that is both clear and accurate.
  • Minimum of HNC or equivalent in a relevant engineering discipline.
  • High level of IT skills, with experience of working with proprietary software as well as Windows OS and Office applications.
  • Demonstrable service delivery experience in a hospital environment or equivalent.
  • Ability to travel domestically and internationally as and when required.
  • Must have a current and valid UK / European driving licence.
  • Must have unrestricted right to work in the UK.

    Salary £35 - 40k + benefits

 

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