Position Title: Technical Services Engineer

Dept/Team/Function:
Finance and Operations Department

Location: Abingdon, UK

Reporting to: Technical Services Supervisor

Primary Objective:To provide a competent and professional repair & calibration service to all ResMed customers ensuring repairs are completed within a timely fashion. You will also be expected to provide advice by telephone or e-mail to all ResMed internal and external customers.

Job Environment:
ResMed is a global leader in the design, manufacture and distribution of innovative products for the diagnosis, treatment and management of sleep and respiratory medicine. The company has experienced sustained and significant growth since inception. One of the principal contributors to this growth is innovation reflected in a commitment to producing world-class product lines. The global competitive environment is becoming more difficult which is resulting in a greater emphasis on innovation and a cost effective approach to achieving market leadership through technological advances. The business has been growing at a considerable rate. The Technical Services Engineer plays a key role by assisting the Technical Services Supervisor in maintaining the professional customer face to support the achievement of ResMed’s global mission.

Responsibilities and Accountabilities:

• Maintains a professional repair & calibration service to all ResMed customers ensuring repairs are completed within a timely fashion
• Provides Technical backup and advice by telephone or e-mail to all ResMed customers
• Provides relevant technical training courses to ResMed customers (internal & external)
• Maintains an up to date repairs database, maintain product upgrade information & service manuals on the public share database
• Sets priorities to ensure that agreed service levels are met
• Works closely with the UK Sales and Marketing Department and the Finance & Operations Department
• Provides support to the Technical Services Supervisor on all Technical matters
• Some European travel will be required
  

Core Competencies

Communication

• Communicates in an open, candid and direct manner
  − Shares timely and factual information with supervisor and other stakeholders on progress and results
  

Business Acumen

• Makes effective decisions based on relevant data and area of expertise
• Applies sound analytical thinking to problem solving and decision making
• Anticipates impact of actions and decisions on the broader organisation
  

Talent Development

• Shares new learning with others
• Stays current in area of expertise
  

Business Acumen

• Makes effective decisions based on relevant data and areas of expertise
• Applies sound analytical thinking to problem solving and decision making
  

Teamwork

• Shares relevant information about won or others’ actions or work in progress that may impact on team effectiveness
• Works collaboratively within and across business and functions
  

Results Orientation

• Sets high and motivating standards for self and others
• Recognises the need to track and measure performance and results
• Drives projects to optimal conclusion
  

Leadership

• Takes responsibility for actions
• Demonstrates ownership of challenges or issues and takes appropriate action
  

Customer Focus

• Demonstrates commitment to understanding and meeting customer needs
• Seeks regular feedback from customers and takes appropriate action.
• Committed to providing high quality products and services.
  

Innovation

• Incorporates new ideas into current practices and area of expertise
• Models openness to new ideas, flexibility to change, and striving for personal development
• Acts quickly and decisively after obtaining appropriate input
  

Interpersonal Effectiveness

• Builds trusting and open relationship with others
• Acts in accordance with ResMed’s ethical principles
  

Functional Competencies

Customer Relations

• Follows through on customer inquires, request or complains and keeps customers up to date regarding progress
• Determines the needs of the customer through probing, listening and asking clarifying questions to customers to ensure understanding
  

Position Challenges:

• Ever increasing performance and cost pressures.
• Increasing complexity of product range.
• Managing multiple requests from different stakeholders simultaneously

Position Specific Skills:

• To be able to multi-task
  
• To understand the requirements of the Technical processes
• Sound technical ability
• The ability to prioritise
• Ability to stay calm under pressure
• Effective communication skills across functions

Qualifications and Experience:
Minimum: ONC level Electronics and Electrical engineering qualification. Strong customer service background
Desirable: Experience in a Technical Services role, ideally in the medical device industry or related. Experience of Technical tracking software would be advantageous.

If you would like to apply for this position, please email your resume to recruitment@resmed.co.uk

Applications close Friday 25th June 2010.