OBJECTIVES / PURPOSE OF JOB
* Provide specialist engineering support to Cataract, Refractive and Microscope customer accounts
* Achieve UK/I service targets
* Support the Sales function on Surgical products
KEY ACTIVITIES / RESPONSIBILITIES
* Actively support sales demonstrations
* Ensure systems are installed and maintained into all Accounts as directed by the FSM
SCOPE OF POSITION
* UK sales and service targets to be disclosed to successful applicant
* Coverage required throughout the UK & Ireland
* Supporting UK sales, service and marketing teams as required
* Maintaining a high level of customer interaction and reporting this via appropriate CRM software as identified by FSM
* Occasional European travel as required
* Business efficiency – admin, reporting, expenses
* Ideally located Surrey, South or South West
KEY RELATIONSHIPS
External:
* Ophthalmic Consultants
* Theatre and Technical staff (Biomedical Engineering/Medical Physics)
Internal:
* Field Service Manager
* Head of Surgical Sales
* Regional Sales Managers
* Product Specialists
* Field Service Engineers
* Territory Managers
QUALIFICATIONS CRITICAL
* Ability to demonstrate significant level of expertise in technical support
* Hold minimum HND/Degree in an electromechanical discipline
* Excellent English skills both written and verbal
* Excellent interpersonal skills
* Excellent organisational skills
* Demonstrates customer service orientation (internal and external customers)
QUALIFICATIONS DESIRABLE
* Ability to gain complex clinical knowledge of products and be able to pass this on to clinical and non-clinical staff at all levels
* Theatre based / surgical products field experience
* Ophthalmic laser experience
* Ensures that operation and maintenance of systems complies with design specifications and safety standards
* Ability to understand and act upon control systems that monitor the performance and safety of assemblies and systems
* Knowledge of competitor products within the Ophthalmic market
* Full clean driving licence
* In date passport
REQUIRED EXPERIENCE
* Extensive theatre based surgical product experience (Ophthalmic preferred)
* A minimum of 2 years in a product service support role preferably within the Ophthalmic sector
* Hospital system experience is essential
* Demonstrate surgical and theatre work exposure
* Methodical /Logical approach and reasoning
* Excellent spoken and written English
* Excellent IT proficiency
* Commercial awareness
* Resourceful
* Strong problem solving and decision making skills
* Commitment to Customer Excellence
REQUIRED COMPETENCIES
* Research into problem areas to advance basic knowledge and to solve specific problems
* Organise and establish control systems to monitor operational efficiency and performance of relevant equipment
* Test, diagnose faults and undertake repair of medical equipment within the portfolio range
* Train end users to ensure system is optimised for their needs
* Develop and document user ease of use processes
* Prioritise workload
* Work collaboratively with colleagues and other teams