MES Customer Support Lead

Job Description

An exciting role has become available at Siemens Healthineers for a Customer Support Lead to join our Managed Equipment Services (MES) area of the business.  Ideally suited to a clinical professional with demonstrable experience within Radiology or Cardiology within the healthcare sector. 

This role is based at Norfolk and Norwich University hospital.

The Customer Support Lead, plays a key role in the provision and delivery of a first class Managed Equipment Service (MES), on site with our healthcare clients.

This role will involve many aspects of Imaging equipment management, from acquisition of new equipment, 1st line technical support, training of professional staff, identifying risks associated with devices and responding to customer issues when they arise. 

The service must be provided in accordance with the Key Performance Indicators or other defined measures with the objective of avoiding penalties, achieving consistently high customer and staff satisfaction results and maximising financial performance according to agreed objectives.

The job offers considerable independence. A reasonable approach to travel between sites and unsociable hours is required. The jobholder must quickly gain the respect of others, both colleagues and customers at all levels. 

Attendance of training courses and technical seminars in the UK and abroad may be required. A reasonable approach to planned weekend and evening work is also required.

Duties Include: 

  • Responsible for handling 1st line support calls;
  • Receive customer information, determine priority, evaluate system  condition;
  • Provide 1st line technical/application support to the customer and assist in the effective resolution of critical issues;
  • Working with the Helpdesk, taking the ownership of customer events, to plan actions that will result in the most effective resolution for the customer;
  • To oversee preventative, corrective maintenance and proactive onsite visits to ensure work is conducted in an appropriate manner;
  • Provide project support, assisting the project team during system installations;
  • Maintaining good communications and team working with all managers, colleagues and -customers;
  • Informing management of situations where customer satisfaction is compromised or contractual obligations are unlikely to be met;
  • Maintaining adequate records of all service visits in line with the company's reporting requirements using current business tools and procedures;
  • Complying with work instructions, quality policy,- codes of conduct and health and safety policies at all times;
  • Ensuring that compliance, quality and health & safety  standards are maintained in line with Siemens, MHRA and NHS requirements;
  • Acting as the liaison between the customer and the company on any ‘out-of-contract’ scope requests, ‘ad hoc’ requirements and general questions regarding the MES service -;
  • Assisting in the production of performance data, including the monthly performance monitoring report;
  • Attending MES service/support review meetings with the Customer along with the relevant management representative;
  • Participating in an on-call arrangement to ensure emergency “out of hours” support as part of an agreed rota;
  • Undertaking any other operational duties that may be required.

Experience required: 

  • An appropriate engineering or clinical background required, preferably a combination of both disciplines
  • Demonstrable experience within a clinical discipline, ideally in Radiology or Cardiology (ideally both)
  • Excellent troubleshooting skills
  • Self-reliance and motivation
  • Excellent customer communication skills
  • Good negotiation skills, with the ability to understand the complex nature of NHS requirements within an MES contract
  • Ability to work autonomously and make timely and professional decisions with minimum management input
  • Good organisational and monitoring skills
  • Strong analytical skills
  • Experience in operational procedures
  • Technical and applications product knowledge
  • Ability to work within a team and contribute to all aspects of the role.
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Job ID: 112689

Organization: Siemens Healthineers

Company: Siemens Healthcare Limited

Experience Level: not defined

Job Type: Full-time

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