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Permanent - Customer Support Lead - (Radiographer required) - NorfolkBack
- Permanent - Customer Support Lead - (Radiographer required) - Norfolk
- Job ID: J629
Job Category: General Radiography
Job Title: Permanent - Customer Support Lead - (Radiographer required) - Norfolk
Location: East of England
Salary: Per Annum
Job Type: Permanent
We have an exciting opportunity for a candidate who is looking for someone different and who has always been interested in moving into the commercial side of things.
We are looking for a Customer Support Lead for a permanent post, mainly based in Norwich. This ideally will suit a candidate who works in general radiography or cardiology.
The Customer Support Lead, plays a key role in the provision and delivery of a first class Managed Equipment Service (MES), on site with healthcare clients.
This role will involve many aspects of Imaging equipment management, from acquisition of new equipment, 1st line technical support, training of professional staff, identifying risks associated with devices and responding to customer issues when they arise.
The service must be provided in accordance with the Key Performance Indicators or other defined measures with the objective of avoiding penalties, achieving consistently high customer and staff satisfaction results and maximising financial performance according to agreed objectives.
The job offers considerable independence. A reasonable approach to travel between sites and unsociable hours is required. The jobholder must quickly gain the respect of others, both colleagues and customers at all levels.
Attendance of training courses and technical seminars in the UK and abroad may be required. A reasonable approach to planned weekend and evening work is also required.
Responsible for handling 1st line support calls;
Receive customer information, determine priority, evaluate system condition;
Provide 1st line technical/application support to the customer and assist in the effective resolution of critical issues;
Working with the Helpdesk, taking the ownership of customer events, to plan actions that will result in the most effective resolution for the customer;
To oversee preventative, corrective maintenance and proactive onsite visits to ensure work is conducted in an appropriate manner;
Provide project support, assisting the project team during system installations;
Maintaining good communications and team working with all managers, colleagues and -customers;
Informing management of situations where customer satisfaction is compromised or contractual obligations are unlikely to be met;
Maintaining adequate records of all service visits in line with the company's reporting requirements using current business tools and procedures;
Complying with work instructions, quality policy,- codes of conduct and health and safety policies at all times;
Ensuring that compliance, quality and health & safety standards are maintained in line with Siemens, MHRA and NHS requirements;
Acting as the liaison between the customer and the company on any ‘out-of-contract’ scope requests, ‘ad hoc’ requirements and general questions regarding the MES service -;
Assisting in the production of performance data, including the monthly performance monitoring report;
Attending MES service/support review meetings with the Customer along with the relevant management representative;
Participating in an on-call arrangement to ensure emergency “out of hours” support as part of an agreed rota;
Undertaking any other operational duties that may be required.
An appropriate engineering or clinical background required, preferably a combination of both disciplines
Demonstrable experience within a clinical discipline, ideally in Radiology or Cardiology (ideally both)
Excellent troubleshooting skills
Self-reliance and motivation
Excellent customer communication skills
Good negotiation skills, with the ability to understand the complex nature of NHS requirements within an MES contract
Ability to work autonomously and make timely and professional decisions with minimum management input
Good organisational and monitoring skills
Strong analytical skills
Experience in operational procedures
Technical and applications product knowledge
Ability to work within a team and contribute to all aspects of the role.
If interested to find out more, please contact me for more details