OBJECTIVES / PURPOSE OF JOB

• Provide specialist engineering support to Cataract, Refractive and Microscope customer accounts
• Achieve UK/I service targets
• Support the Sales function on Surgical products

KEY ACTIVITIES / RESPONSIBILITIES

• Actively support sales demonstrations
• Ensure systems are installed and maintained into all Accounts as directed by the FSM

SCOPE OF POSITION

• UK sales and service targets to be disclosed to successful applicant
• Coverage required throughout the UK & Ireland
• Supporting UK sales, service and marketing teams as required
• Maintaining a high level of customer interaction and reporting this via appropriate CRM software as identified by FSM
• Occasional European travel as required
• Business efficiency – admin, reporting, expenses
• Ideally located Surrey, South or South West

KEY RELATIONSHIPS

External:

• Ophthalmic Consultants
• Theatre and Technical staff (Biomedical Engineering/Medical Physics)

Internal:

• Field Service Manager
• Head of Surgical Sales
• Regional Sales Managers
• Product Specialists
• Field Service Engineers
• Territory Managers

QUALIFICATIONS CRITICAL

• Ability to demonstrate significant level of expertise in technical support
• Hold minimum HND/Degree in an electromechanical discipline
• Excellent English skills both written and verbal
• Excellent interpersonal skills
• Excellent organisational skills
• Demonstrates customer service orientation (internal and external customers)

QUALIFICATIONS DESIRABLE

• Ability to gain complex clinical knowledge of products and be able to pass this on to clinical and non-clinical staff at all levels
• Theatre based / surgical products field experience
• Ophthalmic laser experience
• Ensures that operation and maintenance of systems complies with design specifications and safety standards
• Ability to understand and act upon control systems that monitor the performance and safety of assemblies and systems
• Knowledge of competitor products within the Ophthalmic market
• Full clean driving licence
• In date passport

REQUIRED EXPERIENCE

• Extensive theatre based surgical product experience (Ophthalmic preferred)
• A minimum of 2 years in a product service support role preferably within the Ophthalmic sector
• Hospital system experience is essential
• Demonstrate surgical and theatre work exposure
• Methodical /Logical approach and reasoning
• Excellent spoken and written English
• Excellent IT proficiency
• Commercial awareness
• Resourceful
• Strong problem solving and decision making skills
• Commitment to Customer Excellence

REQUIRED COMPETENCIES

• Research into problem areas to advance basic knowledge and to solve specific problems
• Organise and establish control systems to monitor operational efficiency and performance of relevant equipment
• Test, diagnose faults and undertake repair of medical equipment within the portfolio range
• Train end users to ensure system is optimised for their needs
• Develop and document user ease of use processes
• Prioritise workload
• Work collaboratively with colleagues and other teams