Customer Implementation Specialist, Medical Devices UK

TN United Kingdom; United Kingdom; On-site; GBP 80,000 - 100,000; Full time

Job description

Customer Implementation Specialist, Medical Devices UK

The Customer Implementation Specialist is responsible for every aspect of the delivery of medical equipment and related services to customers.

Tasks include:

1. Customer site inspection and design
2. Participation in contract negotiations, site preparation
3. Delivery and installation coordination with the customer and 3rd parties
4. Marketing collaboration, customer training, and final commissioning and acceptance

This position will require frequent travel in Europe and possibly in Asia in the future.

Required Qualifications:

1. Bachelor’s degree or combination of education and experience
2. 2-3 years in a similar role, handling complex/multiple projects simultaneously in the medical device industry
3. Experience in dealing with executive-level management and clinicians within a diverse customer organization
4. Pro-active and customer-focused approach to problem-solving
5. Independent and able to handle multiple projects in parallel
6. Proficient in English and at least one additional European language
7. Willing to travel up to 70% of the time

Responsibilities:

1. Attend presale meetings with Sales and support the sales relationship with customers as required
2. In collaboration with a Sales Leader and with the support of the Service department, engage in customer requirements definition prior to contract negotiations during the Sales Cycle
3. Develop detailed implementation plans based on clearly defined customer requirements with the support of the Service department
4. Understand the product and service offering specific to the assigned customer prior to final contract negotiation
5. Communicate and coordinate with all affected functions in the company to ensure awareness of all customer requirements and obligations for assigned customer programs
6. Effectively communicate at multiple levels up to the C-Level within the customer organization
7. Once order is received, take control and ensure timely delivery of products and services in accordance with customer requirements and signed purchase agreement, all the way to completion of training
8. Perform regular site visits and monitor progress of site preparation to ensure that all tasks are being completed on schedule and to customer’s high satisfaction
9. Conduct regular internal and external reviews to ensure adherence to committed schedules. Responsible for initiating suitable corrective action plans when critical path milestones are at risk
10. Handle and respond to customer questions, complaints, and problems to maintain high levels of customer satisfaction throughout the project
11. Conduct formal and/or informal reviews of customer satisfaction throughout the Project Implementation process
12. Develop initiatives to assure the highest possible level of customer satisfaction, quality, and risk management
13. Become favorite and trusted POC for customers all the way from order to completion of training
14. Maintain accurate and appropriate data in the appropriate data systems for project and customer management
15. Exhibit leadership practices consistent with company values and traits
16. Additional tasks and objectives may be added, based on the company’s plans

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