Senior Clinical Service Engineer / Technician - Sandton Verfied

Salary Negotiable Sandton, Gauteng Sandton, Gauteng more than 14 days ago 20-01-2017 3:13:51 PM
17-02-2017 3:13:51 PM
Sandton-based medical imaging device manufacturer is recruiting for a Senior Service Engineer / Technician.
Main purpose of the role is to provide an advanced level of customer system support focussing on installation and commissioning of all units on customer sites, ensuring that they are correctly and regularly maintained; and comply to all relevant local and international standards.
5+ years' related experience essential
Engineering-related tertiary qualification essential
B-BEE
SA Citizens only
Valid driver's licence and own, reliable transport

If you do not receive a response within three days kindly consider your application unsuccessful.

MAIN JOB PURPOSE:
Provide an advanced level of customer support by attending to all scheduled and non-scheduled service activities, complaints and queries concerning the use or malfunction of any of the company’s systems.
To establish documented procedures, work instructions and reference materials for performing servicing, maintenance, installation and commissioning activities on their systems and verifying that they meet the specified requirements.
Installation and commissioning of all units on customer sites, ensuring that they are correctly installed, commissioned and maintained in compliance to all relevant local and international standards.

CT servicing and maintenance
Scans and xray equipment
Ensuring compliance
Quality control
ISO:13485

Service and Standby:
§ Perform and Co-ordinate all scheduled and non-scheduled service activities, software upgrades/enhancements and technical support to reduce downtime and increase performance of all installed units.
§ Maintain records of servicing and maintenance activities.
§ Provide telephonic and internet e-mail technical support to customers with complaints or queries regarding the use, malfunction or service of any of the systems.
§ Log all the relevant external FRACAS (Fault Reporting and Corrective Action System) reports and ensure relevant support, feedback and corrective action.
§ Implement the plan to action all necessary installation, commissioning and hand-over activities on customer sites when required
§ Maintain up to date doc and service and user manuals
· Assist with routine duty for the helpdesk facility according to an arranged schedule and assist with technical customer service concerns if required.
· Feedback of concerns and suggestions from customers to the Product Manager / Service Manager.
· Monitor completion and timeous submission of all related documentation.

Service Procedure and Manuals:
· Development and updating of various training, service and maintenance procedures including:
o Servicing procedures
o Technical Support Centre procedures
o Warranty Service procedure
o Product Technical Support procedure
· Development of installation methodology to ensure a fast and efficient installation of each assembled unit.
· Be trained in assisting in determining the MTBF (Mean Time Between Failures) of all installed units.
· Learn how to use the MTBF trend to determine which parts needs to be kept in immediate availability to ensure the minimum downtime. As required.


Customer relations:
§ To work in close relationship with the application specialists, service manager, product manager, research and development team, assembly and integration team as well as, most important, the customer to ensure a fast, efficient and lasting solution to all complaints and queries that might arise.
§ Provide a primary channel of communication to customers and fellow service engineers to ensure that all reports and queries are logged into the FRACAS database and appropriately managed and actioned.

Installation Assistance:
Responsible for co-ordinating:
· All preparations necessary for site installation of a system, including travel, accommodation and subsistence (both locally, nationally)
· Preparation, packing and timely shipment of all documentation, equipment and tools required for installation and servicing on site, including their safekeeping on site and safe return
· Liaison with hospital staff to ensure the smooth installation and integration of the system into the hospital environment
· Scheduling of all tests and procedures required to complete the installation and site commissioning process
· Flow of documentation to the customer and obtaining the signatures required to complete handover of the site to the customer
§ Completion and submission of all commissioning documentation accurately and timeously
§ Timeous compliance reporting

General:
· Responsible for the identification, implementation and maintenance of sound housekeeping within the Service department to reflect an environment of safety, efficiency, effectiveness and cleanliness.
· Implement and maintain quality initiatives in the Service Department to assist in ensuring continuous improvements are achieved.
· Providing training to colleagues, and other external personnel identified by the company to require training, as and when required.
· Providing technical and co-ordination assistance in marketing related activities including presence at, client functions, exhibitions and shows, including preparation, setting up, demonstration and breaking down of show equipment, products and peripherals.
· Preparing for the Service functions with regards to internal and external audits, including ISO, FDA and CE initiatives.
· Co-ordinating the testing of diagnostic X-ray imaging systems per scope of SANAS accreditation, as and when required.
· Ensure completion and timeous submission of all related documentation.
· Must have experience in mentoring a junior technician

Production, Integration and Testing

(Future function of position which will require participation, when required)
· Ensure detailed production plans have been issued and agreed on with the production manager.
· Ensure all necessary materials/consumables are issued and collected from the store according to the planned schedules.
· Co-ordinate and oversee the mechanical and electrical assembly of the machine to the specified standards and liaise with QC w.r.t. the relevant inspections and hold points.
· Perform required tests and checks necessary to ensure no damage to equipment once power is connected and switched on. Ensure that the proper corrective action is taken.
· Install and configure software on PC’s, PLC’s and drive modules.
· Carry out C0 to C5 and co-ordinate with other personnel required to provide input in the integration process to ensure timely and smooth progress.
· Co-ordinate and witness the CAT for the system, including the effective and timely completion of all corrective actions.
· Ensuring that all items are included in the packing list and assist in the safe and effective packing of the system for shipment.
· Co-ordinate the accurate and timely completion of the relevant system Product file and software back-ups by all stakeholders.

Additional stipulations, competencies and requirements:
· Own transport with a valid driver’s license and a reliable vehicle
· Willingness to not be in the office all day as the position requires the Service Engineer to visit the various installations sites regularly
· The successful candidate must have the personality, communication skills and competence to focus on providing customer service as the role is all about being client-facing.
· Must dress and be groomed in a neat, presentable and corporate fashion at all times
· Background checks will be conducted therefore transparency regarding your credit record and criminal record status is required upfront
· Three references from previous managers will be required therefore contact details must be available.
· SA Citizens only
· Computer literate (MS Office, MS Word, MS Excel, MS Project)
Experience:
· A minimum of 5 years’ experience in a related field
· Knowledge in Maintenance and Service support environment
· Exposure to Medical Imaging and Radiography will be highly beneficial
· Strong understanding of product support in a medical environment
· Related completed tertiary qualification – ND or Degree

Business-related skills:
· Systems level approach
· Technological foresight
· Must be capable of travelling locally and/or globally
· Problem solving skills
· Planning skills
· Ability to handle challenges and provide quality solutions on time and within company budget
· Ability to balance technical and business issues as well as communicate appropriately with both technical and business experts

Behavioural competencies / attributes:
1) Achiever with an assertive personality to communicate intelligently and confidently at all time with great tact and diplomacy
2) Mental alertness
3) Must be highly reliable and consistently deliver on expectations
4) Stress tolerance / emotional maturity and time management skills and ability to prioritise tasks without needing to be told what to do
5) Time management skills, management of schedules, multi-task between deliverables, take ownership for projects and errors if these occur, attention to detail
6) As this is not a large corporate environment, the incumbent is required to have:
i) A strong team player with the right personality to match his/her peers and work well within this close knit environment
ii) Able to function independently as there will be no hand holding
iii) Have Leadership capabilities
7) Analytical Ability and strong Problem Solving skills
8) Must use Initiative!! Not wait to be told what to do. If you don’t know - ask
9) Travel – must be willing to travel locally and on occasion nationally to installation sites
10) Must be willing to travel internationally to visit clients and trade shows (not a regular occurrence)
11) Enjoy a balance of hands-on effort and strategic vision

CTC salary to be discussed upon application
Plus reimbursement for petrol usage, etolls and cell phone usage for business-related matters.

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