Job Purpose (Role Definition):
To provide a first-class repair and maintenance service to customers and end users of Inspiration Healthcare products and equipment.
Main Duties and Responsibilities:
* Identify, develop, and close service contract opportunities in your assigned territory
* Test, diagnose, repair, and calibrate customers’ equipment, ensuring that it is left 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
* Plan workload to ensure that repairs and maintenance are carried out in a timely manner in line with Company and customer expectations
* Where appropriate, provide training on the operation of life support equipment for both internal and external technicians and engineers, where required
* Respond to service-related queries and technical requests of existing and new customers
* Maintain thorough technical product knowledge including the ability to demonstrate and provide training on the Company’s products
* 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
* Provide routine written and verbal reports to your line manager on your service activity
* Suggest improvements to products and detail competitor activity
* Maintain and develop organisational culture, values and reputation in all markets and with customers, principals, partners, and regulatory/official bodies
* Address customer issues effectively and in a timely manner, seeking support and guidance where required
* Collaborate closely with sales, marketing, and R&D where required to ensure customer satisfaction and targets are met
* Comply with hospital access credentialing requirements as required
* Adhere to the Company’s Quality policy and objectives, and the requirements of the Company’s Business Management Systems
* Maintain an up-to-date knowledge of and ensure compliance with Standard Operating Procedures relevant to role
* Participate in the Company’s 24/7 telephone support service by being available out of core working hours (rota system) and for the possible delivery or support of emergency equipment
* 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 at all times
* Attend training courses if required
Management Responsibilities:
None
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