Job Description
Role Profile
To provide administration and planning support within the Customer Service Centre in order to meet or exceed Business and Customer requirements.
Ensuring paperwork and database accuracy whilst following documented procedures and agreed scope of work.
Main Accountabilities
Planning, booking and scheduling of jobs for Field Service Engineers and Back to Base Engineers as required.
Liaise with team members, Field Service Engineers and all internal Departments as required.
Ensuring incoming calls are answered and managing outbound calls to Customers and engineers.
Dealing with Customer queries and requests.
Booking travel & accommodation requirements for engineers.
Assist with preparation of and amending of quotations where required.
General administration tasks within the department.
Use the Hugo ERP system within the Department and ensure that jobs are updated as required.
Invoicing of Jobs, where required, in the Department
Adhere to correct work processes within the Department.
Ensure Calendars are updated and maintained within the Planning Team and Field Service Engineers
Provide cover for the Reception area when required, including meeting and greeting clients.
Adhering to the daily requirements of the Business Support & Customer Service Department, ensuring tasks are completed and followed through.
Collating information and producing statistical reports for business and operational needs, as required.
Ensure the Department maintains a tidy and safe work area
Ensure full compliance at all times with quality management systems and Health and Safety systems to meet the requirements of all company and external standards (ISO 13485) as appropriate
Other duties as requested
Experience and Qualifications
Qualified to HNC or equivalent in electrical/electronic engineering, or time-served biomedical engineer.
Strong organisational skills.
A competent “hands on” service engineer with a “can do” attitude, and the ability to problem-solve effectively and efficiently.
Full UK driving license, own transport, and the willingness to travel to all areas of the UKI as dictated by the needs of the customer and the business.
Ability to work unsupervised and use own initiative.
Flexible and self-motivated, with the ability to maintain and achieve service targets and deadlines
A professional team player who is self-motivated and possesses excellent communication skills
Knowledge of ISO9001 or ISO13485 quality management systems
IT competent (excel word etc) and familiarity with online CRM systems.
Ability to coach and support other team members.
Special Considerations
This profile is intended as a basic outline of the role and may be subject to revision or change.
Expenditure Responsibilities
None
Performance Measurement
An appraisal once a year carried out by the Field Service Delivery Manager and other reviews as necessary.
About the Company
Hugo Technology Ltd is a privately owned business, based in Bromsgrove, England with a turnover in excess of £6M. Operating in the healthcare arena, Hugo Technology offers a comprehensive service, specialising in maintaining, calibrating and repairing medical equipment to Original Equipment Manufacturer’s specifications.