Service Team Leader

Department: Service
Location: North West

Role Description:
To ensure delivery of service (maintenance, repairs, field mods, delivery support) at defined quality level in the most efficient way across a specific territory. Working closely with the Service Centre/Area Supervisors to provide key support to all personnel with in the team.

Day-to-day responsibilities will include:
⁻ To deliver timely and appropriate service to installed base customers
⁻ To administrate a stock of spare parts
⁻ To assist with the prioritisation of jobs so that the response times are achieved and focused on, on a per job basis.
⁻ To assist and deliver training policies, procedures and processes to field service teams
⁻ To support the Service Centre/ Area Supervisor in KPI delivery and follow up where required
⁻ To follow up customers’ needs or complaints to Area Supervisors and Account Managers and communicate outcomes effectively throughout
⁻ Provide administration support to the Supervisor
⁻ Achieve local KPIs, ensuring that issues are highlighted early
⁻ Ensure that the spares ordering and assessment process for faulty products is enforced
⁻ Ensure that the Hospital Acquired Damage process is being updated accurately
⁻ Ensure i-Tracker management system is updated in a timely and accurate manner
⁻ To perform repairs, modifications and servicing on products at customers
⁻ To complete & record electrical safety testing on products during tasks
⁻ To assist in products deliveries: demonstration and basic training to users
⁻ To order spare parts, single-use goods and management of samples
⁻ To participate in audits follow-ups
⁻ To train and supervise junior Field Service Staff
⁻ To take good care of the granted company vehicle and tools
⁻ To ensure compliance with quality processes, both internal and external (for Medstrom and customers when relevant)
⁻ Investigate and report quality issues along with product incidents providing technical reports as required
⁻ To complete daily/ weekly activity reports

Qualifications Required:
– Licensed Engineer in mechanics or electrical field recommended
– City and Guilds 2377 Electrical Safety Testing
– Excellent Customer Service Skills and experience within a customer facing environment
– Knowledge of Health, Safety and Regulatory rules
– Basic PC skills (MS Office)
– Driving licence
– DBS Checked
– Available for on-call rotations 24 hours x 7 days

Personal Characteristics:
An optimistic and positive individual, you will have the ability to motivate the team, support the Area Supervisor and uphold the required standards within the service environment. You will take responsibility and stand by decisions made to provide high quality of service to the customer at all times. You will embrace the changing landscape of our business and drive a strong team ethic throughout.

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