Technical Support Engineer

Company Description

Inspiration Healthcare is a British based, global provider of medical technology, and our mission is to pioneer medical technology that improves outcomes of patients, starting with the very first breaths of life.

We provide high-quality, innovative products to patients around the world that help to improve patient outcomes, and we actively invest in innovative product opportunities, disruptive technologies and, of course, our people.

The Group currently consists of three companies: Inspiration Healthcare Ltd, SLE Ltd and Viomedex Ltd and, under these brands, we sell neonatal intensive care and operating theatre equipment around the world through a network of distributors into over 75 countries.

We also offer a full range of ambulatory infusion care devices for both hospital and homecare applications to customers across the UK and Ireland.

Products range from highly sophisticated capital equipment through to single-use disposables all of which can help improve outcomes of extremely sick patients.

We can proudly admit that we haven't come this far without entrepreneurial spirit, a solution driven attitude, and a determination to improve outcomes for premature and sick babies. So if making a positive difference to other people's lives resonates with you and you believe that you have what it takes to flourish and succeed in this role, then we’d love to hear from you.

Position

Job Purpose (Role Definition):

To provide a first class repair and maintenance service to customers and end users of Inspiration Healthcare Group products and equipment.

Main Duties and Responsibilities

• Assess, Overhaul, Test, Diagnose, Repair and Calibrate customers’ equipment, ensuring that it is returned to them in a fully operational state, or otherwise communicate to customer if additional work is required and the timescale for its completion;
• Use the necessary tools/instruments as required for the proper and safe performance of the task;
• Respond to service related queries and technical requests of existing and new customers as per SLA;
• Entering data onto the Company’s CRM/ERP system
• Liaise with and support Service Engineers as required.
• Maintain thorough technical product knowledge
• Ensure paperwork and documentation is up-to-date and accurate for traceability of all repairs and parts used;
• Strengthen the quality and volume of relationships between the Company and existing and new customers through the provision of a high quality, efficient, courteous and professional service;
• Support with other general Service related duties as required.
• Provide monthly written and verbal reports to your line manager on your service activities;
• Suggest improvements to products and detail competitor activity;
• Address customer issues effectively and in a timely manner, seeking support and guidance where required;
• Adhere to the Company’s Quality policy and objectives, and the requirements of the Company’s Business Management System
• Attend Customer Complaints meetings provide service input, assessment and follow-up, as required
• Maintain up-to-date knowledge of and ensure compliance with Standard Operating Procedures relevant to role;
• Actively participate as a member of the service team in terms of maintaining morale, building a successful service function, and proactively contributing to discussions and meetings;
• Maintain up-to-date knowledge of and ensure compliance with health and safety procedures and regulations;
• Uphold the ethos and good name of IHL Group at all times;
• Attend training courses, as required

Technician additional Responsibilities

Support with Technical Training programs

Management Responsibilities

None

Requirements

Experience and Qualifications Required

Mandatory

• Hands on practical experience of using tools and instruments in a technical service role.

Desirable

• Experiencing in servicing and repair of critical care products.
• Healthcare / medical device industry background;
• BTEC or NVQ level 3

Key Skills and Competencies

• The ability to proficiently use a variety of hand tools and instruments;
• The ability to quickly identify and resolve technical product issues;
• The ability to operate efficiently and successfully in a demanding environment;
• The ability to learn quickly and establish a high degree of technical knowledge and expertise in different products and their application;
• Knowledgeable of, and sympathetic to, the commercial and business aspects of any transaction;
• Understanding and application of healthcare regulations and quality standards in the UK and international markets.
• Knowledgeable of quality assurance principles and policies;
• Strong awareness and understanding of good health and safety practice.

Other information

As well as being dedicated to providing a great place to work in a rewarding, stimulating and environmentally conscientious environment, we offer an extensive range of benefits, listed below, and actively support learning and development opportunities for all:

• 25 days' holiday pa, rising to 28, plus bank holidays
• Enhanced pension scheme (with salary sacrifice option)
• Bonus schemes
• Sharesave scheme
• Mind & body wellbeing support
• Healthcare cash plan
• Retailer discounts
• Life assurance
• Enhanced and equal leave & pay for new parents
• Cycle to Work
• SmartTech scheme
• Electric Car Benefit
• Employee referral scheme
• Travel season ticket loan