The Technical Services Engineer ensures effective service for ZOLL medical products in Australia and New Zealand, focusing on maintenance, compliance, and customer satisfaction, including preventative maintenance and customer training.
Acute Care TechnologyZoll Medical is committed to delivering top-tier medical devices and solutions that help save lives. Our team is dedicated to providing outstanding service and support to customers in the healthcare sector, focusing on quality, innovation, and operational excellence.ZOLL Medical is a global leader in medical devices and software solutions, committed to improving patient outcomes and advancing healthcare technology. Our innovative solutions serve emergency medical services, hospitals, and healthcare providers across the continuum of care. At ZOLL, we foster a collaborative and dynamic work environment that empowers employees to make a meaningful impact.At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.
Position Overview: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.Key Responsibilities:Technical Support and Maintenance:
Position Overview: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.Key Responsibilities: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.
- 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.
- 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.
- 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.
- 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.
Top Skills
Microsoft Office Suite
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