N.M.S is seeking highly skilled and experienced Service Engineers to join our team. As a Service Engineer, you will be responsible for providing technical support to customers experiencing issues with their products supplied or supported by N.M.S. This role requires strong technical knowledge, excellent communication skills, and the ability to work effectively in a fast-paced environment.
Key Responsibilities
Technical
- Stay up-to-date with technical advances and trends in the healthcare industry
- Complete 100% of all training requirements
- Resolve customer issues through various channels (telephone, remote, in-person)
- Perform installations, preventive maintenance, repairs, updates, and related tasks as assigned
- Utilize tools, resources, and escalation processes to resolve customer and system problems quickly and efficiently
Customer Ownership
- Build credibility and trust with customers through proactive visits
- Ensure timely and regular communication with customers and internal stakeholders
- Demonstrate a sense of urgency to identify and resolve customer issues
- Provide exceptional customer service by adhering to customer entitlements and setting clear expectations
Teamwork
- Proactively schedule activities and assist others
- Seek opportunities to increase breadth of knowledge and assist in identifying training gaps within the team
- Communicate effectively with employees and customers at various levels
- Actively work to improve team processes
Compliance
- Adopt, develop, and implement best practices
- Comply with established training, quality, and safety requirements
- Effectively manage company assets and complete administrative tasks within established deadlines
Physical Demands and Work Environment
- Requirement to work in hospitals, clinics, or medical centers, as well as remotely
- Potential exposure to hazardous physical, chemical, radiological, and biological agents
- Frequent contact with electrical equipment and regular use of standard office equipment
- Travel by car, train, or plane may be required, including short- or long-term business travel
Key Success Factors
- Proven ability to manage complex technical problem solving
- Ability to prioritize, coordinate, and quickly resolve assigned on-site repairs
- Strong organizational skills, self-discipline, and the ability to work independently
- Ability to communicate effectively with employees and customers at various levels
Education and Experience
- Entry-level requirements include a bachelor’s degree in engineering or related technical discipline; ideally with an internship experience in their field of study.
- Positions beyond the entry level require a bachelor’s degree in engineering or a related technical discipline, or equivalent professional experience, as well as at least two years of troubleshooting, repair, and maintenance experience.
Position Impact to Business
- Partnering with the Marketing and sales team provides opportunities to maximize service upgrade opportunities
- Effective time management minimizes potential customer downtime, thereby increasing customer satisfaction
- Managing service costs impacts customer satisfaction and N.M.S.'s ability to renew existing contracts.
If you are interested in this exciting opportunity, please send your CV to hiring@naroge.com
