Technical Support Engineer - Medical Devices

Inspiration Healthcare; Croydon; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare technology company in Croydon is seeking a technician to provide repair and maintenance services for medical device products. The role requires hands-on experience with tools, knowledge of healthcare regulations, and a proactive approach to customer service. Ideal candidates will possess a BTEC or NVQ level 3 in Engineering and a background in the healthcare/medical device industry.

Qualifications

• Hands on practical experience of using tools and instruments in a technical service role.
• Experience in servicing and repair of critical care products is desirable.
• Healthcare/medical device industry background is a plus.

Responsibilities

• Provide a first class repair and maintenance service to medical device products.
• Assess, overhaul, test, diagnose, repair and calibrate equipment.
• Respond to service-related queries and technical requests.
• Liaise with Service Engineers as needed.

Skills

Hands on practical experience with tools

Ability to resolve technical product issues

Understanding of healthcare regulations

Proficiency with hand tools and instruments

Education

BTEC or NVQ level 3 in Mechanical, Electronic Engineering or equivalent

Job description

Job Purpose (Role Definition)

To provide a first class repair and maintenance service to customers and end users of Inspiration Healthcare Group medical device products.

Main Duties And Responsibilities

• Assess, overhaul, test, diagnose, repair and calibrate customers' medical device equipment, ensuring that it is returned to them in a fully operational state, or otherwise communicate to customer if additional work is required and the timescale for its completion.
• Use the necessary tools/instruments as required for the proper and safe performance of the task.
• Respond to service related queries and technical requests of existing and new customers as per SLA.
• Enter data onto the Company's CRM/ERP system.
• Liaise with and support Service Engineers as required.
• Maintain thorough technical product knowledge.
• Ensure paperwork and documentation is up-to-date and accurate for traceability of all repairs and parts used.
• Strengthen the quality and volume of relationships between the Company and existing and new customers through the provision of a high quality, efficient, courteous and professional service.
• Support with other general Service related duties as required.
• Provide monthly written and verbal reports to your line manager on your service activities.
• Suggest improvements to products and detail competitor activity.
• Address customer issues effectively and in a timely manner, seeking support and guidance where required.
• Adhere to the Company's Quality policy and objectives, and the requirements of the Company's Business Management System.
• Attend Customer Complaints meetings, provide service input, assessment and follow-up, as required.
• Maintain up-to-date knowledge of and ensure compliance with Standard Operating Procedures relevant to role.
• Actively participate as a member of the service team in terms of maintaining morale, building a successful service function, and proactively contributing to discussions and meetings.
• Maintain up-to-date knowledge of and ensure compliance with health and safety procedures and regulations.
• Uphold the ethos and good name of IHL Group at all times.
• Attend training courses, as required.

Technician Additional Responsibilities

Support with Technical Training programs.

Experience And Qualifications Required

Mandatory

• Hands on practical experience of using tools and instruments in a technical service role.

Desirable

• Experience in servicing and repair of critical care products.
• Healthcare / medical device industry background.
• BTEC or NVQ level 3 in Mechanical, Electronic Engineering or equivalent.

Key Skills And Competencies

• The ability to proficiently use a variety of hand tools and instruments.
• The ability to quickly identify and resolve technical product issues.
• The ability to operate efficiently and successfully in a demanding environment.
• The ability to learn quickly and establish a high degree of technical knowledge and expertise in different products and their application.
• Knowledgeable of, and sympathetic to, the commercial and business aspects of any transaction.
• Understanding and application of healthcare regulations and quality standards in the UK and international markets.
• Knowledgeable of quality assurance principles and policies.
• Strong awareness and understanding of good health and safety practice.