Technical Services Engineer

Technical Services Engineer

The Technical Services Engineer will ensure the effective execution of all technical service-related functions for ZOLL Medical products deployed across Australia and New Zealand. This role will focus on maintaining ZOLL devices, ensuring compliance with service level agreements, and maintaining high levels of customer satisfaction. This will be a Hybrid role covering Field Service and Depot repairs performing preventative maintenance, commissioning and breakdown repairs. Travel across Australia and New Zealand will be required.

Technical Support and Maintenance:

• Conduct, and/or coordinate the repair, preventive maintenance of ZOLL medical devices to ensure operational efficiency and compliance with standards.
• Travel across Australia & New Zealand at short notice
• Promote and support ZOLL Service Agreements to achieve individual and territory revenue budgets
• Ensure that service documentation is completed accurately and in a timely manner for all service activities, including repair logs and preventative maintenance records.
• Manage customer and distributor relationships to achieve customer satisfaction targets
• Maintain correct spare part inventory levels and participate in quarterly stock stake.
• Actively seek product and business improvement suggestions from our customers.

Maintain Product Return Register:

• Add details of reported faults to the returns register and email return reference and shipping instructions to customers.
• Update entries in the returns register when servicing/repair work has been completed by the service team.
• Enter fault details into the service module to create a Service Report
• Organise loan units if required after booking equipment into the returns register.

Preventative Maintenance (PM) Schedule:

• Together with the ZOLL Service Admin team, plan and co-ordinate PMs to ensure 100% on-time PMs are conducted.
• Co-ordinate with third party service provider to ensure PMs conducted on time.

Customer Engagement and Service Excellence:

• Develop and maintain strong relationships with stakeholders, serving as the primary technical contact for ZOLL Medical
• Proactively address and resolve any customer concerns or feedback in a manner that aligns with ZOLL standards for customer service excellence.
• Conduct customer training sessions and educational workshops as needed to ensure end users are well-equipped to use and maintain ZOLL products safely and effectively.
• Develop and maintain strong communication links with management and sales staff providing updated customer information to support future initiatives.

Compliance and Safety:

• Ensure all technical services are delivered in compliance with applicable local and national regulations, industry standards, and company policies, including health and safety standards.
• Lead continuous improvement initiatives to enhance service processes, reduce downtime, and maximize product performance.

Effective planning to ensure achieving of department revenue budget.

Qualifications and Experience:

• Bachelor's degree in biomedical engineering, Electronics, or a related technical discipline, or equivalent work experience.
• Minimum of 5 years of experience in a technical service or support role within the medical device industry, with at least 2 years in a supervisory or leadership capacity.
• Proven expertise in the maintenance and support of complex medical devices, with specific experience in defibrillators, monitors, or similar life-saving equipment being highly desirable.
• Strong leadership and people management skills, with the ability to inspire and develop a team.
• Exceptional troubleshooting, diagnostic, and problem-solving skills with a hands-on approach to technical issues.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with diverse stakeholders.
• Demonstrated ability to manage projects and resources effectively, with attention to detail and a commitment to meeting deadlines.
• Familiarity with health and safety regulations and a commitment to ensuring a safe working environment.
• Availability for on-call support and willingness to travel locally as needed for on-site service support.

Personal Attributes:

• A collaborative and team-oriented mindset with excellent interpersonal skills.
• Self-motivated, proactive, and able to work independently with minimal supervision.
• Highly adaptable and resilient, with a strong commitment to excellence.
• Ability to multitask and work effectively in a team environment.
• Proficiency in Microsoft Office Suite and familiarity with inventory management systems.
• Detail-oriented with strong organizational skills.
• A customer-first mindset with a commitment to providing outstanding service.
• Ability to handle pressure and adapt to a fast-paced environment.
• Willingness to learn and take on diverse responsibilities within the team.
• Strong communication and interpersonal skills.