Technical Support Engineer

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

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