Location: Crawley | Salary: £45000 - £50000 per annum |
Sector: Medical Devices | Specialism: |
Type: Permanent | Contact: Matt Henocq |
Product Support Specialist
Description -
The Product Support Specialist is a varied office based role, which includes:
- Providing technical support (remotely and on site) to my clients field service engineers, including distributors and regional support teams
- Identifying trends from machine data and my clients CRM tool to create product improvements as well as training recommendations
- Ensuring Service Support requirements are provided to projects for inclusion in product development
- Validation of new products/procedures
- Identifying and helping to develop new ways to maintain my cleitns equipment
- Ensuring problems and their cost to my client are visible to the business and prioritised accordingly
- Driving improvements to Service processes
Responsibilities -
Reliability Centred Maintenance
- To manage the RCM queue and review new suggestions with the subject matter experts, including Service Support, Engineering, Global Service, and regional specialists
- To lead the evaluation and test of RCM suggestions on Linacs and emulators
- To create business cases for proposed RCM triggers, using data from my clients CRM system and remote monitoring data
- To prioritise, maintain and promote accepted business cases
Requirements
- To collate, categorise and maintain requirements for Service Support, including high level and detailed requirements
- Be the contact point for Service Support to provide requirements to projects
Problem Management
- To monitor and maintain the Problem Management data
- Ensure parent cases are up to date, and communicated to the regions
- Review child cases for relevance
- Working with the RRT to promote in PPRs
Service Business Change & Technology
- To represent Business Line Linac with regards to case handling and improvements/changes
- To manage assigned Business Change Requests to release
Support
- To provide fourth line technical support for radiotherapy products to the regional field service engineers, including remote support and 'fly and fix' site work globally at short notice
- Carry out on site audits of customer equipment
- To lead assigned cases and drive the investigation
Trending & Improvements
- To monitor and report on the performance of case trend and field performance, with recommendations
- To trend field reporting data to lead improvement initiatives to drive Service strategies
General
- To act in a positive and professional manner, and to identify and apply best practice.
- To understand the Service Business and cost drivers and make informed decisions in line with these.
- To support Service Support and PQ&S colleagues
Relevant Knowledge, skills and competencies -
- Minimum HNC/HND in an engineering discipline (electrical/electronics, software, mechanical)
- Ideally, field service experience with knowledge of radiotherapy equipment
Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.