Service & OF - Field Service

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Description

The engineers are responsible for the installation and servicing of all Elekta products within Italy and South Cluster. This is an office-based role with a requirement to travel throughout Italy and South Cluster as required and as directed by the Service Manager. Engineers are informed by the office in Milan (Agrate) or the appropriate Regional Service Manager which work needs to be undertaken, engineers are then expected to work under their own initiative to complete the tasks appointed, if necessary, problems or issues are escalated to the office in Milan (Agrate). Activities include planned maintenance, emergency corrective maintenance, upgrades, installation work, courtesy calls to local customers and telephone support either from the office in Milan (Agrate) or from a remote location. Jobs can either be completed within 1 day or may require the engineer to be away from home for several days at a time. There is a need for occasional travel to sites outside of the Italy. Technically the work involves a very diverse skill set including fault finding complex electronic systems down to component level, HT and RF power generation, vacuum systems, water systems, pressurized gas systems, mechanical assembly, MRI and adjustment of the radiation beam to achieve the required output specification. All work is to be carried out in accordance with Elekta’s safety instructions and procedures. Any issues or problems that may adversely affect Elekta, the product, its ongoing reliability or the safety of any personal must be reported to the Service Manager in a timely manner. Training and assessment is carried out both in the classrooms at Milan (Agrate) and on site as necessary. Engineers will not be deemed to be competent to install or maintain a product until the Service Manager has confirmed that the relevant competences and skill have been achieved. Engineers with the relevant knowledge and experience will be expected to guide and assess other engineers on site and advise the Service Manager accordingly. Upon completion of any work on site, the engineer is required to complete and submit to the appropriate manager the relevant reports and documentation.

Responsibilities

1. To have excellent knowledge and proven skills in electronics, mechanics, pc’s & servers, networking, high vacuum, high/low voltage & current, diagnostic equipment and a general knowledge of all engineering disciplines.

2. To be able to fault find and repair at board level & below.

3. To be able to manage own workload.

4. To be highly motivated, dynamic, have good leadership skills & be a good problem solver.

5. To have a strong customer focus and have excellent customer service skills. To ensure that all customers are provided with high quality care and attention throughout the sales and service process, so that each customer is fully satisfied with the support they receive from Elekta.

6. An excellent communicator at all levels. Written and verbal output shall be concise and accurate.

7. To engender and support Elekta values.

8. To represent Elekta in a professional and positive manner.

9. To complete the administration requirements of the role in accordance with the quality system in a timely and accurate manner.

10. To follow at all times Elekta’s quality and safety policies.

11. To be prepared to work as required at times and locations dictated by the needs of the customer and Elekta.

12. To provide feedback to the Service Manager any problems, solutions or opportunities which may need to be communicated to other parties.

13. To carry out without supervision corrective maintenance within acceptable time-scales prompting escalation of the problem if required and maintaining ownership of problem until customer is satisfied.

14. To install without supervision all systems within the product portfolio to the required specification and within the project time-scales.

15. To assist in the promotion and sale of upgrades and options.

16. To identify and implement improvements that enhance the customer’s satisfaction with Elekta.

17. Demonstrates innovation with regard to installation processes and the Service Business.

18. To maintain an up to date knowledge of all Elekta products in the service portfolio.

19. To provide training to other staff when necessary.

Authorities

No budgetary responsibilities

No Line management or supervisory responsibilities

Responsible for completing set jobs in timescales determined by the Service Manager

Relevant Knowledge, skills and competEncies

Minimum HNC is a related engineering discipline or equivalent.

Completion of all relevant Elekta technical training courses up to 3rd line.

Competent with relevant IT technology including Windows OS, Microsoft Office applications, net-working.

Excellent interpersonal and communication skills.

Experience in a service environment.

Proven ability to manage ones own environment and complete the tasks deployed to them.

Excellent customer service kills

Demonstrable drive and commitment to Elekta and the tasks in hand.

Clean Driving Licence.