Job Description

Operational Management

• Ensure that all reactive customer support, installation and evaluation requirements are completed in line with FME policy / procedure and as directed by the Team Leader
• Take over ad-hoc requests and support technician on complex repairs
• Maximize up time of machines by performing high quality standard and reactive service work within contracted timescales and deliver a highly focused customer service delivery
• Ensure Water Treatment System maintenance due to disinfection plan, revalidation plan, sampling plan and validation plan
• Ensure that all FME Lean Service initiatives, processes and tools are observed and applied as directed
• Ensure that all service reports are accurate and timely and replicated on a daily basis
• Ad Hoc participation in the Technical Services customer and engineer support 24/7 helpline, recording all calls in an accurate and timely manner
• Review and implement any non-conformity and audit actions that may arise
• Ensure that any and all SOPs relative to the role are followed
• Provide technical support according to qualification
• Achieve service targets to calendar dates as contracted
• Ensure due care of all company property
• Ensure effective installation of solutions as required

Coordination & Support

• Complete any TAMs documentation and to input the details onto the SAP/ TAM system as and when required in accordance with documented SOPs
• Assist in the implementation of technical upgrades of equipment and modifications where necessary
• Deputise as requested for the Technicians and Team Leader
• Assist the FME businesses in the provision of technical support to customers during clinical evaluations
• Coordinate and assist in the implementation and support of any renal unit IT infrastructure if necessary
• Ensure that the own equipment is calibrated
• Ensure that all service administrative data is accurate and reported as directed
• Involvement to ensure any relevant contract tender information is accurate and timely
• Attain a high level of knowledge on products and systems in the FME business portfolio
• Provide sales/nursing with competitive activity information
• Advise/inform Team Leader on availability of Service Agreements and support sales as required
• Maintain adequate stock of spare parts to maximize repair at first call out completing stock checks as necessary and achieve the required inventory values

Customer-orientation

• Visit identified customer sites assessing and documenting customer satisfaction surveys
• Keep up to date service manuals informing customers of updates
• Advise customers on technical training/course workshops at local level where required

2) Secondary tasks:

• Ensure own product knowledge is kept fully up to date by subject reading (TechNet), training in country and abroad
• Attend TtT training courses as required in line with Corporate Training System requirements
• Conduct Technical Training courses for customers as required to comply with the standards and requirements for TtT
• Provide holiday/emergency cover for other country Technicians
• Oversee and participate in the acceptance and commissioning of new business awards

1) Required training and education:

• Educated to HNC level in electrical and electronic engineering or equivalent, preferably in health care facilities

2) Required professional experience (in years):

• At least 3-4 years professional experience in equivalent or similar functions ideally in a healthcare or healthcare-related business environment

3) Important personal qualities:

• Strong customer orientation and ability to represent FME towards the customers
• Strong professional attitude characterized by a result, quality, patient and customer oriented working style
• Strong structured approach leading to pragmatic and effective solutions
• Strong ability to set priorities and take decisions even under changing conditions
• Strong ability to work as a self-starter and self-responsible
• The core business operates on a 24 / 7 basis requiring this position to cover 37.5 hours per week on any 5 in 7 day basis. Team Leaders are expected to be flexible in their working hours with unsocial hours / overtime to meet the needs of the service which may include on occasion staying away from home in periods of high service activity.
• Strong communication skills
• High level of flexibility, openness and empathy well balanced with high resilience, persuasiveness, self-confidence and good ability to work in a structured way even under pressure

4) Other specialized knowledge:

Technical knowledge

• IT know-how of systems (high knowledge of Microsoft office, Lotus Notes, Internet)
• Strong technical understanding and product know-how
• Conversant with electronic and hydraulic schematic diagrams and systems
• Strong knowledge of medical products and the related responsibility associated therewith

eQuest