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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 Training: Oversee the training, development, and performance evaluations of Field engineers.
* Team Culture: 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.
* Project Coordination: Work with the Group Project Manager to ensure installations of the company\'s Ultrasound, X-Ray, Fluoro, and CT equipment are planned and completed efficiently.
* Technical Guidance: Provide guidance on complex field issues, assisting with decision-making to ensure timely and efficient resolution of technical problems.
* Compliance: 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.
* Troubleshooting: Provide technical guidance and troubleshooting expertise to engineers for resolving issues with the company\'s imaging systems.
* External Liaison: Liaise with equipment manufacturers and suppliers as necessary to address technical challenges.
* Team Meetings: 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.
* Relationship Management: Build and maintain strong relationships with customers, ensuring their needs are met and expectations exceeded.
* Feedback & Improvement: Conduct customer feedback sessions and implement service improvements based on input.
* Experience Initiatives: Lead initiatives to improve customer satisfaction and experience.
* Compliance & Safety: Ensure all service activities comply with health and safety regulations and medical device standards.
* Record Keeping: Maintain detailed records of all service activities, ensuring proper documentation of PPM schedules, breakdown repairs, and field decisions.
* Risk Management: 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.
* KPI Tracking: 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.
* People Management: Strong background in managing field engineers across installation, maintenance, and repair services.
* Cross-Functional Collaboration: Experience working closely with operations, project management, and escalation management teams.
* Required Competencies: Leadership, Communication, Problem-Solving, Customer Focus, Team Collaboration, Organisational Skills, Prioritisation, Adaptability, Continuous Improvement, Regulatory Knowledge, Financial Acumen, Training and Development, Quality Assurance.
Desired Skills and Experience Service Engineering, Field Service, Management, Team Lead, Ultrasound, X-Ray, Fluoro, and CT, Medical Imaging, Healthcare, Installation, Repair, Maintenance
Adecco Ireland is acting as an Employment Agency in relation to this vacancy.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Medical Practices
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