Technical Team Leader - Coastal Region

Fresenius Medical Care North America; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dedicated Team Leader to oversee technical services in a dynamic healthcare environment. This role involves ensuring exceptional customer service through effective team management and operational excellence. You'll be responsible for leading a motivated team, conducting regular reviews, and maintaining high standards of service delivery. If you thrive in a fast-paced setting and are passionate about healthcare technology, this opportunity offers a chance to make a significant impact while working flexible hours to meet customer needs.

Qualifications

• 3-4 years of professional experience in healthcare or related fields.
• Strong customer orientation with a focus on quality and results.

Responsibilities

• Lead a motivated team to ensure high-quality technical service.
• Conduct regular reviews and prioritize service requests effectively.

Skills

Customer Orientation

Technical Support

Problem Solving

Team Leadership

Communication Skills

Education

HNC in Electrical and Electronic Engineering

Tools

SAP/TAM System

Job description

Leadership

• Ensure a highly motivated team and a professional, customer oriented and solution focused way of working within the team
• To promote Lean principles and standards and to continually appraise methods of working to produce greater efficiency, reduce cost and eliminate waste, strive for World Class
• Deputize as requested for the Technical Area Manager or as directed by the HoD
• To assist the Technical Area Manager or HoD 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 areas
• Prioritize upcoming service requests and assign them within the team
• Be responsible for aspects of inventory needs based on actual service tasks and standards
• Monitor the standards of service delivered to customers in the region through onsite controls
• Maintain 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 accordingly
• Responsibility for overseeing resource time management and reviewing allocation of work (system) Technicians to meet customer Technical Service delivery requirements
• To review and implement any non-conformity and audit actions that may arise
• Monitor Status of machines under contract in terms of TSC / MA
• Identification of devices running uneconomically, inform Area Manager or HoD

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 Area Manager or HoD
• Take over ad-hoc requests and support technician on complex repairs
• Maximize up time of machines by performing high quality standard and reactive service work within contracted timescales and deliver a highly focused customer service delivery
• Ensure Water Treatment System maintenance due to disinfection plan, revalidation plan, sampling plan and validation plan
• Ensure that all FME ‘Lean Service’ initiatives, processes and tools are observed and applied as directed
• Ensure that all service reports are accurate and timely and replicated on a daily basis
• Participate in the Technical Services customer and engineer support 24/7 helpline, recording all calls in an accurate and timely manner
• Review and implement any non-conformity and audit actions that may arise
• Ensure that any and all SOP’s relative to the role are followed
• Provide technical support according to qualification
• Achieve service targets to calendar dates as contracted
• Ensure due care of all company property
• Ensure 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’s
• Assist in the implementation of technical upgrades of equipment and modifications where necessary
• Deputise as requested for the Technicians and System Technicians
• Assist the FME businesses in the provision of technical support to customers during clinical evaluations
• Coordinate and assist in the implementation and support of any renal unit IT infrastructure if necessary
• Ensure that the own equipment is calibrated
• Ensure that all service administrative data is accurate and reported as directed
• Involvement to ensure any relevant contract tender information is accurate and timely
• Attain a high level of knowledge on products and systems in the FME business portfolio
• Provide sales/nursing with competitive activity information
• Advise/inform Technical Area Manager on availability of Service Agreements and support sales as required
• Maintain 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 surveys
• Keep up to date service manuals informing customers of updates
• Advise customers on technical training/course workshops at local level where required

Secondary tasks:

• Ensure own product knowledge is kept fully up to date by subject reading (TechNet), training in country and abroad
• Attend TtT training courses as required in line with Corporate Training System requirements
• Conduct Technical Training courses for customers as required to comply with the standards and requirements for TtT
• Provide holiday/emergency cover for other country Technicians
• Oversee and participate in the acceptance and commissioning of new business awards

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 customers
• Strong professional attitude characterized by a result, quality, patient and customer oriented working style
• Strong structured approach leading to pragmatic and effective solutions
• Strong ability to set priorities and take decisions even under changing conditions
• Strong ability to work as a self-starter and self-responsible
• The 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 skills
• High 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

Candidate must reside in the Western Cape.