MES Customer Support Lead

Siemens Public Limited Company
31 Aug 2017
28 Sep 2017
Contract Type
Full Time
Siemens Healthcare Limited (SH) is responsible for delivering Managed Equipment Services (MES) to the Sandwell & West Birmingham NHS Trust situated to theWest of Birmingham. The MES Customer Support Lead will have a key role in the provision and delivery of a first class MES in accordance with the terms and conditions of the contract, the needs of the customer and Siemens core values. It will involve many aspects of Radiology equipment management, from acquisition of new equipment, supporting training of professional staff, identifying risks associated with devices and responding to specific 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 autonomy. 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.

What are my responsibilities?

- 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.

What do I need to qualify for the role?

- An appropriate engineering or clinical background required, preferably a combination of both disciplines;
- Demonstrable hospital experience within a clinical discipline, ideally in Radiology;
- Excellent troubleshooting skills;
- Self-reliance and motivation;
- Good technical and 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 organisation 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.

Siemens provides innovative solutions to help tackle the UK's major challenges. Siemens has a significant presence throughout the UK, with 13 manufacturing sites and more than 25 major offices. Today the company employs over 13,760 people in the UK, including about 5,000 in the manufacturing sector. Last year's revenues were £3.36 billion. Electrification, automation and digitalization are the long-term growth fields of Siemens. In order to take full advantage of the market potential in these fields, our businesses are bundled into nine divisions and healthcare as a separately managed business.

Siemens offers a comprehensive reward package which includes a competitive basic salary, bonus scheme, generous holiday allowance and pension. Through our flexible benefits scheme you can select benefits that best suit your lifestyle, including private healthcare.

How do I apply?

We are looking forward to receiving your online application. Please ensure you complete all areas, of the application form, to the best of your ability as we will use this data to review your suitability for the role.

What else do I need to know?

Siemens is dedicated to quality, equality, and valuing diversity, and we welcome applications that reflect the diversity of the communities within which we work.

If you are appointed in to this role you will receive standard Siemens terms, conditions and benefits.

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