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Role Filled

L2 Engineer

Medical Devices & Equipment
Engineers Field & Depot
Digital Pathology
Central England
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Imaging

Role Overview

We are recruiting on behalf of a growing, global medical imaging company who are looking for an engineer to join the team.

This is a field/home based role with national travel. We are looking for candidates to ideally be based centrally in England close to good road networks.

Role Requirements

· Provide support to your assigned customer group. Working on incidents that have been logged and passed on by the Incident controller ensuring service levels are met. Responsible for customer site health ensuring all relevant checks are completed i.e All data backed up, capacity checks, DR functioning. This enables the company to maintain its market leading uptime and mitigates incidents leading to high customer satisfaction.
· Perform remote troubleshooting through diagnostic techniques and pertinent questions for assigned group of customers
· Cover other customer groups in the absence of group engineer
· Talk the customer through the problem-solving process.
· Responsible for Incidents, whilst still owning the incident escalate to L3 for further support in a timely fashion
· Monitor response and fix times and escalate any Incidents that may breach the customer Service Level Agreement to the relevant management
· Ensure all Incidents are fully recorded and documented within the relevant Customer Relationship Management system.
· Identify any repeat Incidents and log with the Business Relationship Manager for Problem Management.
· Ensure correct severity levels are assigned based on Incident clarification and notified to the customer where a difference of opinion may exist
· Responsible for assigned customer health checks, ensuring the customer maintains market leading uptime
· Carry out break fix in the field when L1 engineer unavailable, approved by the Service & Implementation Manager
· Support L1 Engineer with management of Fujifilm workstations across the install base
· Pass any upsell opportunities to the BRM
· Responsible for writing & implementing service RFC’s and implementing CCN’s for assigned customers
· Ensure RFC’s/CCN have approval from CAB before proceeding. Approval recorded in Customer Relationship Management system
· Ensure DR is up and running and in good health with data replicated.
· Mentor L1 engineers
· Work with L3 engineer/s on any upgrade projects when requested
· Out of hours work where approved by Service & Implementation Manager

Person Specifications

Essential:
· Experience with medical imaging workflow and tools
· Knowledge of healthcare interoperability standards
· Experience working with latest versions of Microsoft Windows and/or Server.
· Networking with Microsoft Windows.
· Good interpersonal skills. Someone who is able to identify and manage customer anxiety, especially in remote scenarios.
· Adaptable and flexible and be motivated to learn new tasks and processes quickly.
· Logical and thorough thought processes with the ability to think creatively to innovate and resolve problems. An eye for detail
· Excellent verbal and written communication skills and must demonstrate effective working relationships with other service / support groups.
· High level of familiarity and competence with the use of IT office tools

Desirable
· MCSE or equivalent is highly desired
· Experience of RAID systems and installing server hardware, Dell/EMC preferential
· Database knowledge or exposure (SQL/Oracle)
· VMWare experience/certification desired.
· Experience of supporting project implementations.
· Experience of Digital Pathology Workflow

Package

· Performance Bonus,
· Company Car/Car Allowance
· Pension
· Private Medical Cover
· Life Assurance
· 25 days holiday

Locations

Alfreton
Banbury
Bicester
Birmingham
Bourne
Brackley
Bridgmorth
Brierley Hill
Bromyard
Buckingham
Burton upon Trent
Cambridge
Cannock
Cirencester
Corby
Coventry
Derby
Droitwich
Dudley
Ely
Gloucester
Hereford
Hertford
Hitchin
Kettering
Leamington Spa
Leek
Leicester
Leominster
Lichfield
Lincon
Loughborough
Louth
Malvern
Mansfield
Market Drayton
Market Harborough
Market Rasen
Matlock
Melton Mowbray
Milton Keynes
Newark
Newmarket
Newport Pagnell
Northampton
Nottingham
Nuneaton
Oxford
Peterborough
Ross-on-Wye
Royston
Rugby
Saffron Walden
Shifnal
Solihull
Stamford
Stevenage
Stoke-on-Trent
Stone
Stourbridge
Stroud
Sutton-in-Ashfield
Telford
Tewkesbury
Tipton
Towcester
Uttoxeter
Walsall
Warwick
Willenhall
Witney
Wolverhampton
Worcester
Previous Listing
Date Updated
27 Apr 2022
Job reference
69286
Categories
Full Time
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