We are hiring a Technical Services Team Leader to join our Technical Support team at our Harwell office.
Let's talk about the role:
The primary role of the Team Leader Technician is to manage the UK technical services workshop (30%) and repair devices of the whole ResMed product range along with providing technical support function to customers & internal teams together with technical training to customers (70%). The Team Leader Technician reports to the TSV shared services EMEA team, which is part of the Global Technical Services within the Global manufacturing and engineering branch of ResMed's global supply chain department. This is an onsite position at ResMed UK office in Harwell in the Zephyr building.
Key deliverables include managing and leading the TSV team and the TSV workshop in the UK. The Team Leader Technician takes ownership of customer queries on ResMed products, researches solutions, and responds promptly while maintaining the highest level of quality. This includes providing technical aftersales support, technical training, repairing ResMed products, investigating device failures, upgrading systems, product maintenance, and testing.
Let’s talk about responsibilities:
Team Leader responsibilities and tasks:
* Enable a close and successful collaboration with other departments, especially the customer service team, QA&RA team, and logistics team.
* Ensure all procedures are applied by the technical team to deliver high-quality repairs. Propose changes/new procedures and coordinate their implementation.
* Put in place and maintain a KPI management system (using the same metrics as the rest of the EU).
* Organize the workflow in the UK workshop to achieve these KPIs.
* Conduct training as needed and maintain records of technical team training.
* Ensure efficient replenishment of spare parts and consumables.
* Apply 5S and Lean/6Sigma methodologies.
* Ensure accurate traceability of devices into the ERP system and other traceability tools.
* Manage metrology topics.
* Maintain a safe and clean workshop environment.
Technician responsibilities and tasks:
* Perform in-house diagnosis, servicing, repair, and testing of customer-returned ResMed products/devices using established procedures.
* Perform maintenance, testing, and calibration of repaired products, interpret data/information captured on devices for analysis, troubleshoot, and provide recommended resolutions, prepare quotes and repair reports.
* Act as the local QA/RA SCHU representative: manage complaint handling for device data traceability throughout the lifecycle, manage complaints via the ResMed ERP tool, and facilitate communication between local authorities and RCHU.
* Provide technical training to customers (hospital staff) and manage the re-certification process: remote training or face-to-face training as required.
* Coordinate logistics for service devices, including customs clearance paperwork.
* Perform other tasks and responsibilities as assigned.
Let’s talk about qualifications and experience:
Required:
* Engineering degree in electronics or equivalent with at least 5 years of experience in medical device repairs.
* Strong knowledge and experience using an ERP system such as Kumavision or Oracle.
* Fluent English is required.
* Knowledge of measurement units and electronic parts.
* Proficiency with computers: Microsoft Office (Word, Excel, PowerPoint, Outlook) and CRM tools.
* Professional and effective communication skills – both verbal and written. Ability to interact professionally with customers at all levels via phone and email.
* Ability to interact professionally with senior internal and external personnel to drive resolutions contributing to company plans and objectives.
* Able to grow skills and the skills of the team by working as a team member and managing conflict.
* Customer-oriented and quality-minded with an autonomous and rigorous personality.
Preferred:
* First experience in team management.
* Experience working with hospitals and healthcare professionals.
* Working knowledge of the UK healthcare system and demonstrated ability to manage relationships with healthcare professionals.
* Proactive in proposing continuous improvement with good knowledge of 5S, Lean, and 6Sigma methodologies.
Additional information:
* At ResMed, all employees benefit from a bonus plan, the percentage of which depends on your position within the organization.
* Hybrid role: you will work several days in the office, with working from home flexibility for the rest of the week.
* Access to a referral bonus and ResMed's preferred shareholding programme.
* Internal career opportunity - joining an international fast-paced and massively growing company.
OK, so what's next?
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive, and inspiring. Where a culture driven by excellence helps you not only meet your goals but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thriving on the innovative ideas this generates. If this sounds like the workplace for you, apply now!
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