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Regional Customer Service Engineer (Digital TV, Installation)
Hospedia Ltd is the world’s leading provider of point of care systems in healthcare, including media, information, clinical support software and infrastructure services.
Position: Site Support Engineer - Customer Service
Salary: £20,000 per annum
The Regional Customer Service Engineer provides 1st level technical and operational support to the sites within a specific geographical area.
The role focuses upon maintaining both bedside and back office operational equipment including ownership of customer issues raised at the bedside. Maximising the uptime of Bedside Units and therefore the availability of the system to customers.
a) Maximising the uptime (technical availability to customers) of the Bedside Unit.
b) Working towards company targets to ensure customer satisfaction including ensuring the units are presentable for patients.
c) Maximising the on-site repair of faulty bedside units and where necessary installing replacement parts.
d) Carrying out quarterly H&S checks.
e) Management and effective upkeep of bedside unit test equipment for fault detection.
f) Resolve customer generated problems and queries.
g) Clean & prepare all faulty equipment for return to the Repair Centre.
h) Operate site-based fault logging and reporting systems such as PET & Fault Logger.
i) Management of escalated faults to ensure fixes are completed in a timely manner, and that down-time is minimal.
j) Effective management and handling of any customer complaints, including escalation where applicable.
k) Management & maintenance of all equipment and ward consumable stock levels to ensure the correct levels of stock are in place. The management of payphones & vending machines (as applicable).
l) Adherence to legislative requirements, policies & procedures including Health and Safety policies and procedures.
m) Ensuring high levels of attendance and good time keeping at all times.
n) Provide cover and assistance for other Area Support Engineers as required.
ESSENTIAL SKILLS / EXPERIENCE:
a) Previous commercial experience in a similar field or support role.
b) Commercial experience of working in a customer service environment, including complaints escalation and resolution.
c) Ability to gain quick familiarity with their vending machines and gain the ability to repair and maintain payphone systems and hardware.
d) Previous experience of working with the majority of the following in a commercial environment is essential:
- RF data networks and TV distribution systems.
- CAT 5 and Fibre data networks.
- Server and PC hardware/software in a Microsoft/Linux networking environment.
- Analogue and digital/VOIP telephone networks.
- TCP/IP network fundamentals including working with Windows software configurations.
e) Able to effectively prioritise workload and take an organised approach to work in order to meet targets and times deadlines.
f) Proficient verbal and written communication skills, with the ability to communicate technical issues to technical & non-technical people alike.
g) Frequent travel is an essential requirement of the role, and a full UK driving license is therefore required.
DESIRABLE SKILLS / EXPERIENCE:
a) MCSE/MCDST (Microsoft Certified Systems Engineer/Microsoft Certified Desktop Support Technician).
b) 3rd/4th Edition Electrical.
c) Relevant Audio Visual Industry qualification, cabling/infrastructure qualification, Telecommunications qualification, IT based qualification, and Relevant HNC/HND/NVQ.
You may have experience of the following: Customer Service Engineer, Digital TV Installations Engineer, Sky TV Engineer, Telephone Engineer, Site Support Engineer, Field Service Technician, Telecoms Engineer, Systems Engineer, CAT 5, Network Engineer, Telephony, Audio Visual, Support Engineer, Field Service Engineer, Vending Technician, IT Engineer, Bedside Unit Support, Electronic Engineer, Microsoft Certified Desktop Support Technician, Cisco, Voice Engineer, AV, Cable Engineer, TCP, IP, RF, Manufacturing Support Engineer, Microsoft Certified Systems Engineer, etc.
This vacancy is being advertised by Easy Web Recruitment, the UK’s leading Online Recruitment Agency. The services advertised by Easy Web Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we will gladly accept applications from persons of any age for this role.
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