Job Description

Reporting to the Regional Technical Services Manager , the Senior Biomedical Engineer (Technical Service Team Leader) will provide leadership to the Field Service Team by managing and monitoring the resources and the daily operations of Technical Support in the assigned region in order to optimize their services delivered to customers.

• S/he will be responsible for managing the activities of field service representatives within assigned region to ensure attainment of customer satisfaction and profitability.
• Works on problems of diverse scope where analysis of situations or data requires evaluation of identifiable factors.
• Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
• Acts as advisor to subordinates to meet schedules and resolve technical problems. Administers budgets, schedules, and performance requirements.

KEY DELIVERABLES & RESPONSIBILITIES: 

Alignment of the Technical Support strategy

To define, develop, communicate, coordinate and monitor the implementation of the Technical Support strategy, based on the strategic goals and guidelines, for the local organisation in order to guarantee the successful functioning in line with the policies, procedures and expertise for Technical Support

People management

• Manage, challenge, and support his/her direct reports with the people oriented skills in their work in order to guide them to optimal performances enabling the realization of the objectives and targets set down in the Technical Support strategy and policy.
• Manages and coordinates the activities of field service representatives with full responsibility for results in terms of costs and methods.
• Establishes and delegates operational objectives and assignments. Develops short range field service plans.
• Ensures implementation of department policies and procedures and proper utilization of company assets.

Onsite support/operational Excellence

• Oversees responsive quality on-site service to customers in assigned   territory. Ensures customer satisfaction and quality of delivered service in accordance to the Service Level Agreements.
• Checking performance and reporting & documenting completion and in order to deliver a qualitative service in accordance to the Service strategy. .
• Maintains responsibility for inventory management and utilization.
• Reviews and analyzes area operation and performance and institutes necessary changes to ensure productivity and cost control.
• Conducts frequent field trips to monitor completion and coordination of scheduled service activities and evaluate subordinates' performance.

Remote support, diagnostics & troubleshooting

Diagnose, troubleshoot and support the customer remotely for technical problems reported by the customer on Technical support related instruments and systems that are not supported by the local help desk.

Operational management

Coach, support, follow-up and report the execution of the day to day operations of his/her team, monitor the resources, and workload of the team, manage the escalation of problems within the team, in line with the escalation process set up by the Technical Support Manager and, when necessary, to resolve priority conflicts in order ensure each engineers can deliver a service following the agreed standards.

Administrative reporting

Manage the personal planning, inform the planning and dispatching function of performed assignments (by means of service reports, Engineering Change Notice files, Field Change Notices, technical reports, service bulletins, historical account information, etc…) and make sure all relevant information is entered in the service management systems in order to guarantee optimal operational efficiency and to deliver the necessary information for an adequate capacity planning and dispatching.

Project management

Contribute in Technical Support related projects and/or actions in order to guarantee the efficient and successful implementation of such projects and actions.

Communication to Sales & Marketing

Communicate installation information to Sales & Marketing to ensure timely information flow for their operational execution. Communicates project status, installation progress, and support problems to the business Team. Actively participates in local business meetings.  

Interface with the key customers

Inform, support and interact with key customers with regard to specific demands, request or needs in order to offer specialized customized solutions that go beyond the standard company offerings.

Distributor Management

• Managing distributors, agents and other third parties efficiently and appropriately to promote company products and services in a legal, ethical and compliant manner.
• Measure and Monitor KPI’s set in the distributor service addendum and provide monthly management reports. Inform; support and interact with our 3rd party service partner to ensure service deliveries according to company guidelines and SLA’s.

HR management

• Carries out Human Resource management responsibilities such as performance reviews on time.
• Exercises responsibility for employee training and development.
• Monitors conduct and relationships among the employees
• Assures that each employee is formally trained in safety, which includes knowledge of hazards and protective measures required to prevent injury.
• Brings regulatory compliance questions/issues to the attention of the next level of management.

Required Skills or Experience

• Bachelor’s degree in Biomedical Engineering, Engineering/Computer Science (or related area), or relevant work experience
• Minimum of 3 years’ experience working in a support organization environment
• 3 – 5 years supervisory experience 
• Experience in software-based customer support services and processes.
• Experience in helpdesk systems and related processes.  
• Excellent organizational & planning skills and a strong understanding of customer needs.
• Ability to react quickly and effectively, under pressure
• Flexible to respond to changing customer requirements and sales situations
• Must have the ability to influence, negotiate and execute pro-actively.
• Strong communication and listening skills.
• Leadership and teamwork skills in a remote, multi-cultural/global environment
• Results and strongly team oriented
• Process oriented and well organized; a good understanding of project management is a plus
• Ability to work independently and action oriented
• Experience in using MS Office suite
• Excellent Customer Service Attitude

Other Requirements:

• Fluency in English (spoken and written).
• Able to work independently and prepared for frequent travel within the region and to organization's global locations.