Medical Device Service Expert

1 day ago

Saint Leonards, Victoria, Australia beBeeTechnical Full time $90,000 - $125,000
Technical Services Specialist

Zoll Medical is a global leader in delivering medical devices and software solutions. We are committed to improving patient outcomes and advancing healthcare technology.

This role will ensure the effective execution of all technical service-related functions for ZOLL Medical products deployed across Australia and New Zealand. This specialist will maintain ZOLL devices, ensuring compliance with service level agreements, and maintaining high levels of customer satisfaction.

This hybrid role covering Field Service and Depot repairs will perform preventative maintenance, commissioning, and breakdown repairs. Travel across Australia and New Zealand will be required.

Main Responsibilities:
  • Technical Support and Maintenance:
    • Conduct and/or coordinate the repair, preventive maintenance of ZOLL medical devices to ensure operational efficiency and compliance with standards.
    • Travel across Australia & New Zealand at short notice.
    • Promote and support ZOLL Service Agreements to achieve individual and territory revenue targets.
    • 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 stake.
    • Actively seek product and business improvement suggestions from customers.
  • Maintain 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 (PM) 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 providers to ensure PMs are conducted on time.
  • Customer Engagement and Service Excellence:
    • Develop and maintain strong relationships with stakeholders, serving as the primary technical contact for ZOLL Medical.
    • Proactively address and resolve any customer concerns or feedback in a manner that aligns with ZOLL 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 ZOLL 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 maximise product performance.

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