Job Summary : You will collaborate with the Service Operations Manager for scheduling, support decision-making in the field, and work closely with the Group Escalation Manager, Group Project Manager, and technical specialists to ensure customer satisfaction and efficient project execution.
Key Responsibilities : Team Leadership & Management : - Lead, mentor, and motivate a team of 16 engineers, ensuring high levels of service delivery.
- Oversee the training, development, and performance evaluations of Field engineers.
- Foster a positive team environment focused on excellence and continuous improvement.
Field Support & Operations : - Collaborate with the Service Operations Manager to support scheduling and optimize engineer deployment based on real-time field situations.
Work with the Group Project Manager to ensure installations of the companys Ultrasound, X-Ray, Fluoro, and CT equipment are planned and completed efficiently.Provide guidance on complex field issues, assisting with decision-making to ensure timely and efficient resolution of technical problems.Ensure adherence to all relevant regulatory standards and company policies during service operations.Technical Collaboration : - Work closely with the Group Escalation Manager and technical specialists to resolve escalated issues swiftly and maintain high customer satisfaction.
Provide technical guidance and troubleshooting expertise to engineers for resolving issues with the companys imaging systems.Liaise with equipment manufacturers and suppliers as necessary to address technical challenges.Conduct regular team meetings to discuss progress, share updates, address any issues, and foster team collaboration and cohesion.Customer Engagement : - Act as a key point of contact for customer queries related to field service operations and technical issues.
Build and maintain strong relationships with customers, ensuring their needs are met and expectations exceeded.Conduct customer feedback sessions and implement service improvements based on input.Lead initiatives to improve customer satisfaction and experience Compliance & Safety : - Ensure all service activities comply with health and safety regulations and medical device standards.Maintain detailed records of all service activities, ensuring proper documentation of PPM schedules, breakdown repairs, and field decisions.Conduct risk assessments and corrective actions where necessary.Reporting : - Provide regular updates and reports on field operations, customer satisfaction, and service performance to senior management.
Track key performance indicators (KPIs), including field response times, equipment uptime, and service quality.Key Requirements : Experience : - Proven experience in a technical service management role, preferably within healthcare or medical imaging equipment.
Strong background in managing field engineers across installation, maintenance, and repair services.Experience working closely with operations, project management, and escalation management teams.Required Competencies : - Leadership : Strong leadership skills to manage and motivate a team of field engineers, fostering a positive and productive work environment.
Communication : Excellent verbal and written communication skills to effectively interact with customers, team members, and stakeholders.Problem-Solving : Strong analytical and problem-solving abilities to quickly diagnose and address technical and operational issues.Customer Focus : Commitment to providing high-quality customer service and support, addressing customer needs and concerns promptly and effectively.Team Collaboration : Ability to work collaboratively with multidisciplinary teams, fostering a cooperative and supportive environment.Organisational Skills : Strong organisational and time-management skills to manage multiple tasks, projects, and responsibilities efficiently.Prioritisation : Ability to prioritise tasks and manage time effectively, ensuring critical issues are addressed promptly while maintaining overall service quality.Adaptability : Flexibility to adapt to changing situations and priorities, maintaining composure under pressure.Continuous Improvement : Commitment to continuous learning and improvement, staying updated on the latest advancements in medical equipment and service procedures.Regulatory Knowledge : Understanding of relevant regulatory and compliance standards in the medical equipment industry.Financial Acumen : Ability to manage budgets and resources effectively, ensuring cost-efficient service delivery.Training and Development : Capability to develop and deliver training programs to enhance the skills and knowledge of the engineering team.Quality Assurance : Attention to detail to ensure all services and installations meet the highest quality and safety standards.Adecco Ireland is acting as an Employment Agency in relation to this vacancy.
