Leadership

Ensure a highly motivated team and a professional, customer oriented and solution focused way of working within the teamTo promote Lean principles and standards and to continually appraise methods of working to produce greater efficiency, reduce cost and eliminate waste, strive for World ClassTo assist the Technical Operations Cluster Lead in the recruitment, training and development of staff as required

Local Management and Steering

Conduct regular review onsite meetings with (System) Technicians within their regional areas and document and implement and monitor actions arising from discussion areasPrioritize upcoming service requests and assign them within the teamBe responsible for aspects of inventory needs based on actual service tasks and standardsMonitor the standards of service delivered to customers in the region through onsite controlsMaintain the highest quality technical service to all customers in the region, ensuring that all planned and unplanned maintenance is achieved in a timely and efficient manner and documented accordinglyResponsibility for overseeing resource time management and reviewing allocation of work (system) Technicians to meet customer Technical Service delivery requirementsTo review and implement any non-conformity and audit actions that may ariseMonitor Status of machines under contract in terms of TSC / MAIdentification of devices running uneconomically, inform Technical Operations Cluster Lead  

Operational Management

Ensure that all reactive customer support, installation and evaluation requirements are completed in line with FME policy / procedure and as directed by the Technical Operations Cluster Lead  Take over ad-hoc requests and support technician on complex repairsMaximize up time of machines by performing high quality standard and reactive service work within contracted timescales and deliver a highly focused customer service deliveryEnsure Water Treatment System maintenance due to disinfection plan, revalidation plan, sampling plan and validation planEnsure that all FME ‘Lean Service’ initiatives, processes and tools are observed and applied as directedEnsure that all service reports are accurate and timely and replicated on a daily basisParticipate in the Technical Services customer and engineer support 24/7 helpline, recording all calls in an accurate and timely mannerReview and implement any non-conformity and audit actions that may ariseEnsure that any and all SOP’s relative to the role are followedProvide technical support according to qualificationAchieve service targets to calendar dates as contractedEnsure due care of all company propertyEnsure effective installation of solutions as required

Coordination & Support

Complete any TAM’s documentation and to input the details onto the SAP/ TAM system as and when required in accordance with documented SOP’sAssist in the implementation of technical upgrades of equipment and modifications where necessaryDeputise as requested for the Technicians and System TechniciansAssist the FME businesses in the provision of technical support to customers during clinical evaluationsCoordinate and assist in the implementation and support of any renal unit IT infrastructure if necessaryEnsure that the own equipment is calibratedEnsure that all service administrative data is accurate and reported as directedInvolvement to ensure any relevant contract tender information is accurate and timelyAttain a high level of knowledge on products and systems in the FME business portfolioProvide sales/nursing with competitive activity informationAdvise/inform Technical Operations Cluster Lead  on availability of Service Agreements and support sales as requiredMaintain adequate stock of spare parts to maximize repair at first call out completing stock checks as necessary and achieve the required inventory values

Customer-orientation

Visit identified customer sites assessing and documenting customer satisfaction surveysKeep up to date service manuals informing customers of updatesAdvise customers on technical training/course workshops at local level where required

1) Required training and education:

Educated to HNC level in electrical and electronic engineering or equivalent, preferably in health care facilities

2) Required professional experience (in years):

At least 3-4 years professional experience in equivalent or similar functions ideally in a healthcare or healthcare-related business environment

3) Important personal qualities:

Strong customer orientation and ability to represent FME towards the customersStrong professional attitude characterized by a result, quality, patient and customer oriented working styleStrong structured approach leading to pragmatic and effective solutionsStrong ability to set priorities and take decisions even under changing conditionsStrong ability to work as a self-starter and self-responsibleThe core business operates on a 24 / 7 basis requiring this position to cover 37.5 hours per week on any 5 in 7 day basis. Team Leaders are expected to be flexible in their working hours with unsocial hours / overtime to meet the needs of the service which may include on occasion staying away from home in periods of high service activity.Strong communication skillsHigh level of flexibility, openness and empathy well balanced with high resilience, persuasiveness, self-confidence and good ability to work in a structured way even under pressure

4) Other specialized knowledge:

Technical knowledge

IT know-how of systems (high knowledge of Microsoft office, Lotus Notes, Internet)Strong technical understanding and product know-howConversant with electronic and hydraulic schematic diagrams and systemsStrong knowledge of medical products and the related responsibility associated therewith