Field Service Engineer

Field Service Engineer
- North West / Remote with travel
- Competitive Salary  car or allowance  benefits Dahlia Recruitment
- Life Sciences are working in partnership with a Global Healthcare company to recruit for an experienced Field Service Engineer as the enter an exciting and challenging growth period. Having established the EMEA structure to coordinate activity across North West UK, the UK, France, DACH, the Nordics and the Rest of EMEA (inc. UAE and wider Middle East) they are now further growing the team.

This role will require a weekly on site day at Head Office in Manchester so ideally you will live within 1 hours commuting distance. You must have a full clean driving license and be willing to travel. Due to continuing growth and increasing demands within the UK market we looking to recruit a field service engineer with experience in Medical Devices to join the highly successful service team.

SPECIFIC RESPONSIBILITIES &

ACCOUNTABILITIES :
Delivery of all technical service support in a customer-focused, efficient and profitable manner to increase customer satisfaction, loyalty, retention and to exceed their expectations. Ensure all Technical Service Support activities support and strengthen the strategic and commercial growth objectives of the organisation. Meet the key performance indicators as set by the EMEA Service Manager to determine and improve the effectiveness of all technical service support activities.

Manage the end-to-end complaint handling documentation, service records, & reports. Analyse causes of complaints upon receipt of returned devices. Oversee the repair & test returned medical devices distribution network. Responsible for the return, recertify, & reissue medical devices for evaluation, maintaining logistic control & tracking. Provide level II/III troubleshooting & customer support as needed. Update Device History Records in document control system when required.

Maintain inventory status of devices & spare service parts in MRP / ERP systems. Resolve customer (direct & indirect) technical complaints and respond to complex customer technical inquiries Service as a profitable part of our three commercial pillars (Capital, Consumable, Service) Prepare and oversee the preparation of reports and or statistics related to the technical service support function for the Corporate and Local SLT as required Develop technical service support representatives Manage and appraise the performance of associated technical service support personnel in line with commercial/sales leads in EMEA market as required Foster an environment of teamwork, continuous improvement, and ensure a responsibility to provide world class external and internal customer service.

Ensure a high level of productivity, training, development, motivation, and commitment within the team. Deploy customer technical support service activities into Customer Support Database and document customer complaints for EMEA service team Facilitate service provisions for timely dispatch of repaired devices, faulty devices and loaner devices. Assist in Customer Relationship Management by providing timely and accurate customer technical support and service information.

Link with Distributor and Direct network for service training and activation Provide back-up support for service support activities in field where necessary Support the data/IT elements of devices insuring successful roll out and installations General administrative support as required to ensure smooth operations including responsibility for own diary and customer call slots. Any other duties as deemed necessary to support the EMEA Service Manager and wider team as needed.

SKILLS, KNOWLEDGE AND

EXPERIENCE:

Experience of working in Endoscopy is highly…