Address
Form of work
SalaryJob title: Technical Service Specialist
Location: Northwest London locations
Contract length: 12 months
Pay rate: £15.00 per hour
About the organisation
My client is a global leader in in vitro diagnostics and offers a broad range of innovative instrument systems and tests for hospitals, reference labs, blood banks and clinics. Our products offer automation, convenience, cost-effectiveness and flexibility. My client has helped transform the practice of medical diagnosis from an art to a science, helping to create the diagnostics industry through the company's commitment to improving patient care and lowering overall costs.
Primary objective of the position
The Technical Service Specialist is responsible for providing level one and two support to our customer base - handling installations and removals, repairs, instrument hardware or software upgrades and providing basic training to customers and ambassadors.
Major accountabilities
- Provide first line and second line service to ambassadors (service interventions requiring less than 4 hours labour time)
- Provide level two service (complex service interventions requiring more than 4 hours of labour)
- Schedule and perform planned maintenance (PM) activities
- Perform new customers and laboratory site inspections for new contract / tender preparations and design for new installations
- Conduct / assist with installation of instruments, automation and deinstallations
- Perform IQ/OQ (Installation Qualification/Operation Qualification) procedures during and after installation
- Assist with customer business reviews
- Schedule, perform and document hardware and software updates (TSBs) requiring more than 2 hours of labour time
- Deliver basic customer operator introductory trainings post install or post hardware or software upgrade
- Perform basic technical coaching and training to other Technical Service Specialists
- Success in this role is measured by customer satisfaction score (NPS), service key performance indicators achievement and economic growth and profitability per district.
Educational background
Bachelor's degree or equivalent experience required, a Bachelors / Engineering degree in medical / electrical / mechanical or medical technology is preferred.
Requirements / Work experience
- Proven track record in a similar position, supported by management and customer references
- Successful engagement with customers, specifically key stakeholders and lab staff.
- Excellent product and industry knowledge
- Excellent experience and process skills of the business functions service delivery.
- Excellent communication skills
- Ability to identify and drive resolution of issues
- Technical expert for product line responsibility
- Coaching and training skills
- Excellent experience in use of analytical tools and software
Randstad Business Support is acting as an Employment Business in relation to this vacancy.
