Managed Equipment Services Customer Support Lead
Siemens Healthcare Limited (SH) is responsible for delivering Managed Equipment Services (MES) to NHS Trusts throughout the UK. This particular role is based at Barts & The Royal London. The MES Customer Support Lead will have a key role in the provision and delivery of a first class MES in accordance with the terms and conditions of the contract, the needs of the customer and Siemens core values. It will involve many aspects of Radiology equipment management, from acquisition of new equipment, supporting training of professional staff, identifying risks associated with devices and responding to specific issues when they arise.
The job offers considerable autonomy. 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 weekend and evening work is also required.
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 efficient resolution for the customer
To oversee preventative, corrective maintenance and proactive onsite visits to ensure work is conducted in an appropriate manner;
Technical liaison with OEMs to ensure a rapid and effective response to all equipment issues
Provide project support, assisting the project team during system installations;
Maintaining good communications and team working with customers, suppliers, and colleagues;
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;
Assisting in the production of performance data, including the monthly performance monitoring report;
Attending MES service/support review meetings with the Customer along with relevant management representatives;
Participating in an on-call arrangement to ensure emergency “out of hours” support as part of an agreed rota;
Skills and Experience
An appropriate engineering or clinical background required, preferably in medical imaging.
BEng/BSc degree in engineering, electronics or a scientific subject (or other equivalent combination of qualifications and experience)
Excellent troubleshooting skills;
Self-reliance and motivation;
Good technical and communication skills;
Ability to work autonomously and make timely and professional decisions with minimum management input;
Good organisation 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.
We at Siemens Healthineers are committed to helping healthcare providers globally to succeed in today’s dynamic environment. We are inspired to transform the way things are done – because we want what is best for our people, our customers and ultimately the health of mankind. While we are invested in engineering excellence – leading-edge medical technologies and services, we don’t stop there. We’re also deeply invested in our 48,000 people with the hearts of pioneers and minds of engineers, highly committed and connected in this industry. And as we strive to shape the future of healthcare, our overall success will depend on our ability to continuously reinvent ourselves.
In order to push the boundaries in our exciting and challenging industry, our shared sense of common purpose guides our decisions and day-to-day work. We work in a flexible and dynamic environment that allows for our own priorities. And while we respect each other’s individuality, we are proud of the high level of team spirit we share.
We offer a comprehensive reward package which includes a competitive basic salary, bonus scheme, generous holiday allowance and pension. Through our flexible benefits scheme you can select benefits that best suit your lifestyle, including private healthcare.
We are looking forward to receiving your online application. Please ensure you complete all areas, of the application form, to the best of your ability as we will use this data to review your suitability for the role.
Job ID: 83759
Organisation: Siemens Healthineers
Experience Level: not defined
Job Type: Full-time