- Ensure a highly motivated team and a professional, customer oriented and solution focused way of working within the team
- To promote Lean principles and standards and to continually appraise methods of working to produce greater efficiency, reduce cost and eliminate waste, strive for World Class
- Deputize as requested for the Technical Area Manager or as directed by the HoD
- To assist the Technical Area Manager or HoD in the recruitment, training and development of staff as required
- Conduct regular review onsite meetings with (System) Technicians within their regional areas and document and implement and monitor actions arising from discussion areas
- Prioritize upcoming service requests and assign them within the team
- Be responsible for aspects of inventory needs based on actual service tasks and standards
- Monitor the standards of service delivered to customers in the region through onsite controls
- Maintain the highest quality technical service to all customers in the region, ensuring that all planned and unplanned maintenance is achieved in a timely and efficient manner and documented accordingly
- Responsibility for overseeing resource time management and reviewing allocation of work (system) Technicians to meet customer Technical Service delivery requirements
- To review and implement any non-conformity and audit actions that may arise
- Monitor Status of machines under contract in terms of TSC / MA
- Identification of devices running uneconomically, inform Area Manager or HoD
- Ensure that all reactive customer support, installation and evaluation requirements are completed in line with FME policy / procedure and as directed by the Area Manager or HoD
- Take over ad-hoc requests and support technician on complex repairs
- Maximize up time of machines by performing high quality standard and reactive service work within contracted timescales and deliver a highly focused customer service delivery
- Ensure Water Treatment System maintenance due to disinfection plan, revalidation plan, sampling plan and validation plan
- Ensure that all FME Lean Service initiatives, processes and tools are observed and applied as directed
- Ensure that all service reports are accurate and timely and replicated on a daily basis
- Participate in the Technical Services customer and engineer support 24/7 helpline, recording all calls in an accurate and timely manner
- Review and implement any non-conformity and audit actions that may arise
- Ensure that any and all SOPs relative to the role are followed
- Provide technical support according to qualification
- Achieve service targets to calendar dates as contracted
- Ensure due care of all company property
- Ensure effective installation of solutions as required
- Complete any TAMs documentation and to input the details onto the SAP/ TAM system as and when required in accordance with documented SOPs
- Assist in the implementation of technical upgrades of equipment and modifications where necessary
- Deputise as requested for the Technicians and System Technicians
- Assist the FME businesses in the provision of technical support to customers during clinical evaluations
- Coordinate and assist in the implementation and support of any renal unit IT infrastructure if necessary
- Ensure that the own equipment is calibrated
- Ensure that all service administrative data is accurate and reported as directed
- Involvement to ensure any relevant contract tender information is accurate and timely
- Attain a high level of knowledge on products and systems in the FME business portfolio
- Provide sales/nursing with competitive activity information
- Advise/inform Technical Area Manager on availability of Service Agreements and support sales as required
- Maintain adequate stock of spare parts to maximize repair at first call out completing stock checks as necessary and achieve the required inventory values
- Visit identified customer sites assessing and documenting customer satisfaction surveys
- Keep up to date service manuals informing customers of updates
- Advise customers on technical training/course workshops at local level where required
- Ensure own product knowledge is kept fully up to date by subject reading (TechNet), training in country and abroad
- Attend TtT training courses as required in line with Corporate Training System requirements
- Conduct Technical Training courses for customers as required to comply with the standards and requirements for TtT
- Provide holiday/emergency cover for other country Technicians
- Oversee and participate in the acceptance and commissioning of new business awards
- Required training and education:
- Educated to HNC level in electrical and electronic engineering or equivalent, preferably in health care facilities
- Required professional experience (in years):
- At least 3-4 years professional experience in equivalent or similar functions ideally in a healthcare or healthcare-related business environment
- Important personal qualities:
- Strong customer orientation and ability to represent FME towards the customers
- Strong professional attitude characterized by a result, quality, patient and customer oriented working style
- Strong structured approach leading to pragmatic and effective solutions
- Strong ability to set priorities and take decisions even under changing conditions
- Strong ability to work as a self-starter and self-responsible
- The core business operates on a 24 / 7 basis requiring this position to cover 37.5 hours per week on any 5 in 7 day basis. Team Leaders are expected to be flexible in their working hours with unsocial hours / overtime to meet the needs of the service which may include on occasion staying away from home in periods of high service activity.
- Strong communication skills
- High level of flexibility, openness and empathy well balanced with high resilience, persuasiveness, self-confidence and good ability to work in a structured way even under pressure
