Technical Support Engineer

PRIMARY OBJECTIVES & AUTHORITY (INCLUDES DELEGATION):

1. Develop and maintain the standard service operations processes for all service/repair functions. Provide effective global service governance to ensure service provision to standard.
2. Contribute to the development of technical services for new products and ensure new products are introduced into the field ready for service. Work with Development and NPI teams to ensure new products are released 'service ready'.
3. Provide technical support to global service teams and external service partners.

SPECIFIC RESPONSIBILITIES & ACCOUNTABILITIES:

SERVICE OPERATIONS DEVELOPMENT:

1. Maintain and monitor the service operation procedures development and maintenance to ensure service provisions to comply with QMS and to meet business needs, including after sales customer support, depot service, field service, loan support, replacement, advance exchange, and retirement as needed.
2. Set up and improve Service IT platforms to ensure effective global service governance including service software distribution, service document distribution, service change notifications (TSB), service training roll out and service data collection such as service/repair history and device logs.
3. Generate reporting and insights to help the company identify chronic or systematic problems and suggest ways to address them.

TECHNICAL SERVICE DEVELOPMENT:

1. Provide Service inputs in new product development and product improvement projects to ensure successful product launch and update roll out, by generating and maintaining Service Strategy, Service Needs, Service-related system requirements and road maps, and performing design review and serviceability testing.
2. Generate and maintain customer support and first level troubleshooting guide, Service and Repair manuals, in-field validation manuals, and other relevant Service Work instructions for effective user issue and product issue correction and prevention.
3. Create and maintain service products including service spare parts, service kits, and service tools to enable global service provision with correct supply.

TECHNICAL SUPPORT:

1.Support global serviceteams and externalservice partners by assisting with diagnosis and procedure clarifications.

LIAISON & COMMUNICATION:

Internal Contacts: Quality Operations, Service Engineering, Manufacturing

External Contacts: Customers, Distributors, Regional Partners

SKILLS, KNOWLEDGE AND EXPERIENCE:

1. Degree qualifications in an Engineering or Science field.

2.Strong communication skills, both written and verbal; experienced intrapersonal skills and the ability to influence cross functional stakeholders and work in a fast-paced environment prone to change. Strong attention to detail and ability to manage multiple projects and meet deadlines.

3.Working knowledge of Global Medical Device regulations relative to Post Market Surveillance (Medical Device Directive & Revisions, ISO13485, ISO 14155, FDA Section 515 & 522, FDA MDR requirements, etc.) is preferred.

4.Ability to manage periods of high work volumes and work effectively under pressure and/or through a significant change event.

5.Relevant experience in customer resolution and complaints management.

6.Proficiency with Microsoft Office suite, and advanced spreadsheet or Microsoft Excel experience preferred.

PERSONAL ATTRIBUTES:

• Highly motivated and enthusiastic.
• Ability to balance short term imperatives with long terms goals.
• Customer focused and data savvy.
• Excellent interpersonal and communication skills.
• The ability to adapt to complex business environments.

ABOUT i-PHARM CONSULTING

i-Pharm Consulting is a specialist Recruitment Company servicing the global Pharmaceutical industry. We provide both permanent and contract staff to a wide range of Pharmaceutical, Medical Device, Biotechnology and Contract Research Organisations (CROs). i-Pharm has specific expertise in Clinical Research, Medical Affairs, Regulatory Affairs, Pharmacovigilance, Quality Assurance and Bioinformatics.