Job Purpose (Role Definition):
Responsible for the provision of direct service and support activities for the life support product range across the United Kingdom and Ireland. Responsible for the provision of support for the global distributor network with their service and support activities.
Main Duties and Responsibilities:
Support the department to ensure the completion of warranty job sheets with the appropriate details to include fault details, resolution, parts list and description of repair.
Provide telephone support to installed and prospective customer base as required.
Participate as required in an on-call rota scheme to provide support out of normal business hours, subject to qualifying period and at manager’s discretion.
Perform equipment maintenance, overhaul and repair.
Assemble, test, document and despatch new systems as required.
Communicate and liaise with customers and distributors to ensure efficient flow of required technical support, replacement parts and returns.
Install and commission new, loan and repaired systems as required.
Document all work undertaken on appropriate company information systems.
Process and investigate customer complaints as per Quality SLA.
Adhere to the standards set out in the company ‘Service Model’.
Provide or assist with the provision of customer and colleague technical training as required and provide reports and other information as required relating to your/department’s activities.
Provide situation analysis and propose measures for improvement to line manager as required.
Work within specified Quality Assurance processes and guidelines.
Ensure all tooling and test equipment is maintained in good working order, calibration schedules are planned to ensure minimal impact, and the department is maintained in a clean, tidy, safe and efficient manner.
Management Responsibilities:
None
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