Technical Support Specialist - ACT

Derby, England, United Kingdom

11/25/2024

With a passion for life

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers – and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

Technical Support Specialist - ACT (UK & Ireland)

We are looking for a Technical Support Specialist to contribute towards the UKI Service department. You will have the opportunity to make a difference by ensuring that customers and internal teams receive efficient, timely, and accurate technical support, helping to improve product performance, customer satisfaction, and operational effectiveness. You will take the lead in maintaining product reliability, which will enhance the customers experience, by diagnosing and resolving issues, managing escalations, and communicating important technical updates.

Technical Support

Main responsibilities will include:

• Deliver 1st line technical support to our customers, Sales and service teams
• Taking ownership of customer issues reported and seeing them through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer and engineer issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams within the company
• Manage, distribute/communicate all technical updates and Field Actions for products in the ACT & SWP division
• Form strong working relationships with the BA’s to ensure we are delivering up to date technical support
• Using company remote support tools to diagnose technical issues with our customers
• Work with the Technical Training and Development Manager to deliver customer training courses as required.
  
  

Training

• Provide OEM training to internal staff and external customers where applicable
• Working with the Technical Training Manager to ensure training is up to date and compliant ERP (SAP) input
• Manage and maintain technical data in SAP – Check sheets and SSRP’s etc.
• Use data in SAP to trend faults and spare parts usage and report to senior managers with any useful reports (unreliable parts, engineer concerns etc.)
  
  

Other

• Provide back up and support to colleagues in the team where required
  
  

Who you are: 

At Getinge, we are looking for passionate individuals, who are agile, resilient, take responsibility for their development and focus on achieving excellence. We provide an environment for Forward Thinkers, Game Changers and Team Players to thrive in. If you enjoy collaboration and working in diverse and international teams, never compromise on quality and always act responsibly remembering that our customers come first, we would love to hear from you. 

Experience

What you need:

• Experience working with medical devices in Acute Care Therapies and Surgical Workplaces
  
  

Education Or Qualifications

• Level 3 C&G (or equivalent) in Electrical/Electronic engineering – Essential
  
  

Skills And Abilities

• Working knowledge of all equipment in the Medical Systems portfolio - Essential
• Technical Support – Working knowledge of software solutions - Desirable
• IT skills – Office and windows – Essential
  
  

Personal Qualities

• Attention to detail
• Proactive
• Forward thinking
• Confident in presenting to open audiences
• Communication
• Ability to make key decisions on their own
• Works well in a team or on their own
  
  

This is a hybrid job role. Individuals will require a suitable workspace which must be in line with HSE regulations, and an adequate internet connection speed to be able to work remotely.

What We Offer

We offer a competitive compensation and benefits package, to ensure we support your well-being and goals. We understand that a healthy work-life balance is important, so we offer a flexible approach to working patterns as well as a range of enhanced family friendly policies.

Along with a competitive salary, we offer private healthcare, shopping discounts through Perkbox, and an Employee Assistance Programme. We have achieved the Better Health at Work Scheme Silver Award, through providing a range of resources, meetings, activities and training to employees to support their physical and mental health and wellbeing.

About Us 

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.

Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.