Recruiter: Genesis Consult
Location: Kenya – TBD
Renumeration: (USD 1500-2000)
Organization: A worldwide provider of medical and dental imaging systems and IT solutions;
X-ray imaging systems for non-destructive testing; and advanced materials for the precision films and electronics markets.
Reports to: Emerging Markets Regional Head of Service
Gross Salary: USD 1,500 – 2,000
Job Summary: The Equipment Service Country Specialist and Team Coordinator is responsible for leading a team of Technical Support Engineers to provide exceptional service to the company’s Business Partners and Customers.
He will be expected to train, coach and mentor Engineers in line with the company’s values and vision for the organization and provide recommendations for changes in processes, policies and standards with the aim of providing superior services
Report to the Emerging Markets Head of Service, he will be responsible for reviewing assigned Technical Support Engineers’ performance and ensuring that set standards, policies and procedures are followed to achieve sectional objectives in terms of Uptime, Customer Satisfaction, Productivity and accurate reporting.
In this position the Service Country Specialist and Team Coordinator will keep the contact between the company’s, the local Business Partners representatives and the company’s Emerging Markets Service Management
Primary Responsibilities
The Equipment Service Country Specialist and Team Coordinator will be
Accountable for providing quality service support to the company’s XRS and Dental products
providing exceptional Customer and Business Partners Support organizing the country service team in order to grant promptly and professionally break & fix scheduling, deliver on commitment, maintain high uptime of equipment, escalate unresolved technical issue to level 2, level 3 according to escalation process and report to managers immediately for any significant issue.
Maintaining and improving the skills and the technical level and product competency to perform professional and high quality work.
Managing the country service team in order to assure the required uptime also organizing 24x7 shifts getting all service team reporting timely all activity in the service system
Coordinating all the activities such as Equipment installations, user tar responding promptly, professionally and accurately to all technical Level 2 support requests issued by the company Channel Partners on the company’s XRS Products (including workstation and diagnostic software), documenting all cases and reporting the activities performed accordingly the EM XRS Service Standard Operation procedures;
A key resource to maintain customer loyalty and satisfaction developing the relationship with everybody in radiographic department, business partners checking the satisfaction, feed backing any key customer concern to Account Manager and Sales & Service Manager
A key resource to generate leads for the organization. Be curious of any customer project, status, competitors, stimulate customer interest, and communicate leads and feedback promptly to Account Manager and Sales & Service Manager
Supporting tests and customer demonstrations
Key / Critical Competencies
Have a degree in Electronics or Mechatronics Sciences or a related discipline.
5 years in-depth knowledge of X-ray radiology, both in terms of Digital and Computed Radiology and good knowledge in Dry film printing. Advance Technical Skill on CSH XRS Products and or Radiographer background would be a plus
Radiology Workflow
Good knowledge of IT world such as Operating Systems (Microsoft Windows 9x/NT/2000/ME/XP; Vista and 7)
Network protocols and technology, Dicom Protocol
Demonstrates skills in problem analysis, customer relations, organizational abilities, email & telephone etiquette, and in effective working relationships with other service/support groups.
Fluent Spoken and Written English is required; additional languages are welcome
Demonstrated ability in using MS applications ( MSWord, Excel and Power Points), Lotus Note and CSH Application such as Vantive; .Autocad would be a plus
Have excellent verbal and written communication skills with proven organizational skills.
Have strong interpersonal skills with a proven ability to lead a team.
Able to (team) work with virtual and remote teams.
Be proactive and forwarding thinking with excellent attention to detail.
Strong leadership, problem solving and customer/channel negotiations skills
Ability to support site preparation and planning.
Strong Passion for applying new processes, tools and technology.
No restrictions and willingness to travel across the Country for at least 50% of the working time; available to travel outside Kenya for Technical Trainings
How to Apply
Send your CV (titled with your name) in Word format to jobs@genesisconsult.net with email subject as “Country Service Coordinator”
