Senior Technical Support & Service Engineer

Resonant Clinical Solutions offer a full range of clinical trial services that cover every step, from discovery to delivery. Our portfolio of custom kitting, equipment & ancillary solutions, plus biorepository & archiving services stands at the ready - to serve any trial, of any size, anywhere in the world.

In this equipment & ancillaries' role by MESM, you will report to our GSM (Global Service Manager) and will work closely with fellow associates to support our valued customers & their global clinical studies.

This role is based at our site 007 - UK - Chorley working within the IHE (In-House Engineering) workshop.

The post holder will provide a comprehensive clinical trial value-added equipment service including:

• commissioning
• maintenance
• calibration
• repair
• management services
• technical support

This element of work will be working hands-on to support a wide range of clinical specialties, whilst assisting with our business product lifecycle management.

This role will further support our GSM with the continued development of value-added technical support to:

• Provide specialist technical advice to users in the clinical use & application of electromedical devices on a global basis.

• Assist in the management of risk associated with medical equipment; this will include involvement in training, investigations, new product introductions / evaluations, testing, calibration, service & repair of a range of medical & laboratory equipment & acting as the interface between users and other outside agencies / suppliers.

• Support R&D and innovation work of the IHE business function.

• Supervise more junior staff assigned to this group., * Head up our technical support activities, ensuring a timely resolution of technical issues, and maintaining high customer satisfaction. This will require a strong technical expertise and a passion for delivering exceptional service.

• Serve as the primary escalation point for complex technical issues.
• Provide & receive complex technical information, instructions & advice for all aspects of medical / laboratory equipment.
• Discuss complex technical matters with internal associates & equipment suppliers.
• Communicate with end users of equipment on safety & risk.
• Assist in the investigation of adverse incidents, communicating with customers / users, outside agencies & suppliers on complex & sensitive matters.
• Communicate professionally with manager, other associates across the business & our wider IHE team globally. Communication could be of a sensitive & contentious nature.
• Exchange & manage confidential, sensitive, or contentious information as directed.
• Agree timescales and deadlines with internal stakeholders / users for access & return of medical equipment after any intervention.
• Interact with co-associates internally & with outside suppliers / agencies on matters relating to equipment.
• Compile reports & conduct analysis of data in line with agreed KPI's (Key Performance Indicators) as requested by manager.
• Analyse - situations / information to identify & resolve a range of problems. Interpret & compare information & data to investigate adverse incidents.
• Management of shared technical support mailbox.
• Stay current with product updates, industry trends, and emerging technologies / services.
• Monitor support metrics and KPIs to ensure a high-level satisfaction.

IHE Engineer Responsibility:

• Perform a wide range of technical duties on complex clinical trial equipment ensuring optimum effectiveness, reliability, availability & safety.
• Demonstrated competency in the use of all applicable test equipment and tools required to perform the following duties for these equipment types (but not limited to): infusion systems (ambulatory, syringe and volumetric infusion pumps), patient monitoring equipment, diagnostic EKG's, ambulatory EKG's, Holter and stress systems, ophthalmic equipment, centrifuges, refrigeration equipment, point of care (POC) devices and haematology analysers.
• Knowledge of a wide range of sciences including, but not limited to, electronics (analogue and digital), computer science/networking, mechanical engineering design.

IHE QMS (Quality Management Systems) Responsibility:

• Assist with the businesses continued registration with ISO9001.
• Contribute to development of protocols & procedures as necessary to improve service delivery, working in partnership with our IHE QMS lead.
• Develop and implement technical support processes, documentation & best practices.
• Maintain & ensure accurate and appropriate departmental records.
• Support our GSM, IHE QMS lead.

IHE RBS (Resonant Business Systems) Responsibility:

• Help eliminate waste to increase value for stakeholders at the core to our continuous improvement.
• Demonstrate the ability to manage multiple priorities in a demanding environment while keeping customers' needs in mind.
• Plan own workload to meet performance targets and deadlines.

Analytical Judgement:

• To play a pivotal role in ensuring governance excellence in the use, training, maintenance and support of laboratory & medical devices. Analyse complex problems, situations and information, making informed judgments and formulating solutions and recommendations for the continual improvement of patient safety.
• Contribute to decisions/judgements involving situations where expertise in a field is required.considering, health & safety, and conflicting demands., Research technical documents, reviews product specification and utilize resources such as technical monographs, company R&D experts, in-house databases, and personal technical background to communicate information to internal & external IHE customers.

• Triage and resolves internal / external customers' technical issues related to quality, applications, products, and delivery systems.

• Participate in designing/improving information collection, documentation and archiving processes with other departments including (but not limited to) Marketing, Sales, Operations and Quality Assurance.

• Participate as part of cross functional team associated with the customer intimacy programs; responsibilities may include project management, data collection and review, hosting and participating in recurring meetings, and issuing meeting minutes.

• Perform other duties as assigned with or without accommodation.

• Respond to customers' complex technical inquiries (via telephone, email, and live chat) pertaining to the company's product lines.

• Assist with IHE inventory receipts and inventory counts.

IHE (In-House Engineering)

• Inform management / other stakeholders of the status of repairs, scheduled inspections, unusual situations, and any customer concerns.

• Maintain expertise through ongoing training and education. Also, must be willing to travel for training opportunities domestically and internationally.

• Ensure all service documentation is completed in a timely manner and is accurately maintained within the company ERP system to include the following: inventory, service history, documented results, and relevant transactions.

• Assist with special projects as assigned.

Lab / Biomedical

• Perform routine maintenance and calibration on lab / biomedical equipment.

• Conduct safety tests to ensure compliance with healthcare standards.

• Document all maintenance and repair activities.

• Collaborate with manufacturers for advanced troubleshooting.

• Assess equipment for upgrades or replacements.

• Maintain an inventory of spare parts and tools.

• Ensure all equipment meets regulatory and accreditation standards.

• Assist in the evaluation of new medical devices.

• Update technical knowledge through ongoing education and training.

• Develop and implement preventive maintenance schedules.

• Purposeful, energetic, initiative-taking, and a resolute collaborator.
• Proven problem solving and leadership skills.
• Exhibits initiative, attention to details and follow through.
• Ability to learn industry regulations and Resonant's proprietary systems.
• Committed to the highest standards of customer satisfaction and providing the ultimate customer experience.
• Exceptional knowledge of Microsoft Office Suite; experience working with other computer applications (such as databases) with an aptitude to further develop technical skills preferred.
• Excellent verbal, written skills in addition to presentation and interpersonal communication skills.