Service Technician

An opportunity for an In-house Service Technician to join a Clinical Service Support team who operate with clients across pharmaceutical and medical device organisations. The In-house Service Technician is responsible for the effective delivery of service and repair activities, ensuring that customer equipment is assessed, maintained, repaired, tested and documented to the required standards. The role is focused on providing an excellent customer experience while working closely with the Service Manager and colleagues to uphold service quality, operational efficiency, safety
and regulatory compliance.

The role is primarily based in Promed's in-house service workshop in Killorglin. Occasional travel to customer locations may be required to support installations, servicing, demonstrations, training or operational cover.

Key Requirements:
1. Manage allocated service and repair requests through the full repair lifecycle, including:
* Initial technical diagnosis
* Arranging or supporting the return of equipment
* Inspection and assessment
* Identification of parts and work required
* Preparation of repair quotations
* Completion of approved repairs
* Functional and safety testing, where applicable
* Documentation of work completed
* Customer communication
* Return or appropriate disposition of equipment

2. Provide a professional, responsive and customer-focused service to customers and colleagues, offering technical support by telephone, email and in person as required.

3. Deliver high-quality service and repair within agreed SLAs to customers, both in-house and on-
site.

4. Provide product demonstrations, user guidance and service support to customers, the Sales team and other departments.

5. Prepare quotations for service and repair work. Maintain the accuracy of the customer service records in ERP.

6. Maintain a safe, clean, organised and professional workshop environment, including appropriate control and storage of tools, equipment, parts and customer devices.

7. Work closely with other departments, such as sales and customer service, to ensure a seamless customer experience and effective cross-functional initiatives.

8. Ensure all service activities comply with company policies, industry regulations, and ethical standards.

9. Ensure timely and accurate completion of service requests, procedures and documentation, maintaining high attention to detail and quality. Ensure workshop equipment is within calibration and fit for purpose.

Duties & Responsibilities:
* Actively participate in the achievement of personal and team objectives.
* Liaise and cooperate with all relevant departments to the role.
* To comply with health and safety responsibilities as outlined in the company's health and safety statement at all times.
* Maintain a high standard of housekeeping at all times with focus on end to end service call process and a clean work environment.
* To demonstrate accountability for your ongoing personal and professional development by working in partnership with and actively pursuing opportunities to expand your capabilities and effectiveness.
* As part of the team work towards maintaining Quality Management System, ISO accreditation and any other relevant accreditations.

Qualifications and experience:
* 3rd level qualification in electronic engineering / mechatronics or similar
* Previous experience in a similar role.
* Strong customer focus.
* Excellent problem solving skills.
* Electro-Mechanical background.
* Proficiency in CRM/ERP software and Microsoft Office Suite.
* High level of integrity and professionalism.
* Ability to work on own initiative and as part of a team.
* Excellent communication and interpersonal skills.
* High level of safety awareness.
* Flexibility and adaptability are essential

Personal requirements:
* A proven track record in customer support and logical troubleshooting techniques;
* Ability to work independently with minimal day to day direction;
* Strong work and quality standards;
* Highly organised - able to prioritise and plan;
* Strong customer ethos with the ability to develop trusted customer relationships;
* High level of flexibility to ensure the delivery of an effective service to Promed's customers;
* Full, clean driving licence.