KaneHR
Installation and Service Engineer
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Job Title: Installation and Service Engineer
Department: Customer Success
Reports To: Installation and Service Manager
KaneHR are recruiting on behalf of our client, a leading designer and manufacturer of X-ray systems used in treatment of cancers and dermatological disorders, as well as a pioneer in the development of advanced X-ray systems for pre-clinical radiation biology research.
We are seeking an organised and technically strong individual with a passion for travel to join our team as an Installation and Service Engineer. This individual will be responsible for the installation, preventative maintenance, and breakdown/corrective maintenance for the Company’s therapy and life science systems.
The role will take you to international destinations, where you'll engage with leading healthcare and research professionals, ensuring that our technology continues to save and improve lives.
The individual will be based in the UK and will be given the opportunity to travel globally while making a real impact in cancer treatment and radiation research.
Accountabilities:
- Installations Metric - Installation NPS > 40
- Breakdowns Metric - Breakdown NPS > 40
- PMI’s Metric - PMI NPS > 40
- Helpdesk Support Metric - Helpdesk NPS > 40
- Ticket Management Metric - < 5 open tickets
Utilization of EOS Principles:
- Provide at least two Headlines for the L10 department meeting.
- Provide at least one issue for the L10 department meeting.
- Assist in driving the Score card Matrices.
- Prepare for your quarterly job chats with your Service Manager.
- Assist in the creation of the annual departmental plan and quarterly Rocks.
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Main Field Duties:
Installations:
- To carry out installations including handover & acceptance testing in accordance with the Company’s Quality Management System (QMS) on both medical and Life science equipment
- Installations completed on schedule and within budget, and all documentation signed off & submitted to service admin.
Breakdowns:
- Provide prompt and professional engineering support to the Company’s therapy and life science systems worldwide.
- Fault diagnosis and defect rectification of customers systems.
- When necessary, assist with Production/in-house work.
PMI’s:
- Maintain full and accurate records of all work carried out, in accordance with Company procedures.
- Carry out maintenance and system breakdowns on medical and life science systems completing reports on time in accordance with Company procedures.
- Complete and make all travel arrangements in line with the companies’ expenses policy/handbook and complete credit card statements and personal expenses to given deadlines.
Helpdesk Support:
- Assist the Technical Support department in supporting in bound tickets.
- Provide prompt and professional telephone and remote support to the Company’s therapy and research cabinets systems customers.
- Manage and close tickets in a timely manner.
- Contact customers regarding the outreach program, for NPS score management and PMS data retrieval.
- Maintain a personal NPS score of > 40.
Ticket Management:
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- Timely completion of customer tickets in line with company procedures.
- Communicate customer feedback, contribute to and drive solutions in line with the company CAPA (Corrective and Preventative Actions) Process and Zero Defects policy.
Required Skills and Education:
- The engineer must be able to communicate clearly and confidently, technical aspects of their work to physicists, scientists, and medical specialists. This will naturally require good verbal and written communication that is both clear and accurate.
- Strong written and verbal English language skills.
- Associate degree or higher required.
- Good level of IT skills, with experience of working with proprietary software as well as Windows OS and Office applications
- Proven experience in a service environment.
- Excellent verbal and written communication skills, with experience of communicating technical issues clearly and to the appropriate level of detail.
- Clean Driving License.
- Must be self-motivated, able to work under pressure both individually and as part of a team.
- Must have a passion for travel, and a desire to visit other countries and experience other cultures.
Knowledge & Experience:
- Field service experience.
- Electrical and electronic diagnostic skills.
- Mechanical assembly.
- Experience of servicing, repairing and installation of imaging equipment
- Experience of installing software.
- Experience of installing and commissioning complex electro-mechanical systems.
- The ability to speak multiple languages would be an advantage.
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