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• Perform Remote Technical Support to internal and external clients via communication with Service Care Coordinators.
• Manage account schedule and execute installation, operation, repair, and upgrades of equipment to ensure functionality per specifications.
• Develop and implement preventative maintenance programs; maintain performance and service records for equipment.
• Manage regional schedule to support technical and engineering work for all serviced products.
• Respond to customer emergency service requests; diagnose issues, troubleshoot, and implement corrective actions.
• Provide guidance to customers (Doctors, Nurses, Biomedical Engineers, Field Service Specialists) and assist when customer satisfaction issues arise.
• Manage customer expectations consistently to ensure satisfaction.
• Drive customer satisfaction improvement through monthly reviews of complaints, parts usage, and system performance; analyse data and implement corrective action plans.
• Complete required paperwork, documentation, and administrative tasks in accordance with policies and procedures.
• Timely update of the Service Management System regarding work orders.
• Process spare component returns to support part and equipment usage.
• Complete necessary training for supported products and processes.
• Participate as a key representative in new product preparation, product improvement initiatives, and customer engagement.
• Act as a Technical Trainer for internal and external customers on assigned products or systems.