Job Purpose (Role Definition):
To provide a first class repair and maintenance service to customers and end users of Inspiration Healthcare Group products and equipment.
Main Duties and Responsibilities
* Assess, Overhaul, Test, Diagnose, Repair and Calibrate customers’ equipment, ensuring that it is returned to them 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;
* Respond to service related queries and technical requests of existing and new customers as per SLA;
* Entering data onto the Company’s CRM/ERP system
* Liaise with and support Service Engineers as required.
* Maintain thorough technical product knowledge
* 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;
* Support with other general Service related duties as required.
* Provide monthly written and verbal reports to your line manager on your service activities;
* Suggest improvements to products and detail competitor activity;
* Address customer issues effectively and in a timely manner, seeking support and guidance where required;
* Adhere to the Company’s Quality policy and objectives, and the requirements of the Company’s Business Management System
* Attend Customer Complaints meetings provide service input, assessment and follow-up, as required
* Maintain up-to-date knowledge of and ensure compliance with Standard Operating Procedures relevant to role;
* 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 Group at all times;
* Attend training courses, as required
Technician additional Responsibilities
Support with Technical Training programs
Management Responsibilities
None
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