Medical Device Support Specialist

3 days ago

Saint Leonards, Victoria, Australia beBeeEngineering Full time $70,000 - $120,000
Technical Services Specialist

We are seeking a skilled Technical Services Specialist to join our team. As a key member of our service delivery unit, you will be responsible for ensuring the effective execution of all technical service-related functions for our products deployed across Australia and New Zealand.

Key Responsibilities:

  • Conduct and/or coordinate the repair, preventive maintenance of our medical devices to ensure operational efficiency and compliance with standards.
  • Promote and support our Service Agreements to achieve individual revenue budgets.
  • Ensure that service documentation is completed accurately and in a timely manner for all service activities, including repair logs and preventative maintenance records.
  • Manage customer and distributor relationships to achieve Customer Satisfaction Targets.
  • Maintain correct spare part inventory levels and participate in quarterly stock checks.
  • Actively seek product and business improvement suggestions from customers.

Maintenance of Product Return Register:

  • Add details of reported faults to the returns register and email return reference and shipping instructions to customers.
  • Update entries in the returns register when servicing/repair work has been completed by the service team.
  • Enter fault details into the service module to create a Service Report.
  • Organise loan units if required after booking equipment into the returns register.

Preventative Maintenance Schedule:

  • Together with the ZOLL Service Admin team, plan and co-ordinate PMs to ensure 100% on-time PMs are conducted.
  • Co-ordinate with third party service provider to ensure PMs conducted on time.

Customer Engagement and Service Excellence:

  • Develop and maintain strong relationships with stakeholders, serving as the primary technical contact for our company.
  • Proactively address and resolve any customer concerns or feedback in a manner that aligns with our standards for customer service excellence.
  • Conduct customer training sessions and educational workshops as needed to ensure end users are well-equipped to use and maintain our products safely and effectively.
  • Develop and maintain strong communication links with management and sales staff providing updated customer information to support future initiatives.

Compliance and Safety:

  • Ensure all technical services are delivered in compliance with applicable local and national regulations, industry standards, and company policies, including health and safety standards.
  • Lead continuous improvement initiatives to enhance service processes, reduce downtime, and maximize product performance.

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