Vitalograph is a global leader in respiratory diagnostics and services, supporting Primary Care, Occupational Health, Clinical Trials, and more. We’re a family-owned business with over 60 years of growth, innovation, and commitment to quality. With headquarters in the UK and operations in Ireland, Germany, and the USA, we pride ourselves on our open, people-focused culture and dedication to excellence. Join us in the Middle East and be part of a team making a real impact in healthcare!

ABOUT THE ROLE:

As the Service and IT Specialist for PFT Solutions for the Middle East, within the Vitalograph Respiratory Diagnostic Solutions team, your primary responsibility is to provide expert Level 2 medical device hardware and software support on all Vitalograph PFT Solutions products, services and solutions to internal stakeholders, distribution partners, and end users in the Middle East region

KEY RESPONSIBILITIES:

• To be the Level 2 medical device and software expert and be able to converse at a high level with customers, troubleshoot complex problems and fully explain the features and benefits of PFT Solutions products (including the device hardware, software, and associated network solutions).
• Provide Level 2 onsite and remote device service, and IT support for all PFT Solutions products, supported by the PFT Solutions Technical Specialist and IT Specialists to internal stakeholders, distribution partners, and end users globally.
• Manage IT projects and attend meetings with customer IT departments to discuss scope, timelines and deliverables.
• Handle customer complaints for the product range through the QMS, performing root cause analyses and developing preventative and corrective actions.
• Provide installation, maintenance, troubleshooting and repair training courses to internal stakeholders and partners including the creation of all associated materials, manuals, and documentation.
• Assist with initial and selective important installations at customer locations.
• Create and maintain documentation, manuals, etc. to support the role, internal stakeholders, distribution partners and end users.
• Support sales and marketing with select projects, workshops and exhibitions.
• Advise Product Management regarding customer satisfaction, customer feedback, product performance, and suggestions for product improvements.