Technical Services Manager

2 tygodni temu

Warszawa, Mazovia, Polska ResMed Inc Pełny etat

Technical Services Manager page is loaded

Technical Services Manager Apply locations Warszawa, Poland time type Full time posted on Posted 2 Days Ago job requisition id JR_033484

We are hiring a Technical Services Manager to join our Technical Support team at our Warsaw office.

Let's talk about the role:

The primary role of Technical Support function is to provide technical & engineering support to customers, internal teams & 3rd parties. Key deliverables include taking ownership of customer queries on ResMed products, research solutions and promptly respond whilst maintaining the highest level in quality. Provide post Design support and repair management of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing.

Let's talk about Responsibilities

  • Technical support via phone, email & CRM tool to local customers (mandatory in tenders)
  • Troubleshooting and repair management for sleep apnea medical devices, life support ventilators and diagnostic devices. Manage returns and replacement of non-serialized product
  • Internal teams technical support: sales, finance, customer service
  • Local QA RA SCHU representative: complaint handling responsible for device data traceability all along the life cycle, Management of complaints via ResMed CRM tool, facilitating communication between local authorities and RCHU
  • Distributor technical support for the following countries: Finland, Estonia, Latvia and Lithuania
  • Aftersales online portal management: creating customer accounts and performing user trainings to hospital technical service teams and distributors
  • Support sleep lab installations and software upgrades (Video cameras, microphones, networks, file servers)
  • Perform technical training to customers (hospital staff) and manage re-certification process: remote training or Face to Face training when tender required
  • Provide technical documentation to tenders eg. service manuals, quality certificates, filling official tender forms (local language)
  • Loan device management: sending/receiving, keeping record
  • Ensure continuous improvement for desired results: Reporting of KPI, updating OKR, Improving Net Promoter Score (NPS) for service activities, listen to customer needs and proactively feed to sales teams
  • Logistic coordination for service devices: custom clearance paperwork
  • Other tasks and responsibilities as assigned.

Let's talk about Qualifications and Experience

Required:

  • University of applied science degree
  • Languages: Native Polish, fluent English
  • Knowledge of measurement units and electronic parts
  • Ease with computers: Microsoft office (Word, Excel, Powerpoint, Outlook), CRM tools
  • Professional and effective communications skills – both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
  • Ability to interact professionally with senior internal and external personnel, to drive resolutions that contribute to company plans and objectives.
  • Self starter
  • Proactive
  • Autonomy
  • Customer/business oriented mindset
  • Communication skills over digital tools : phone, zoom, teams
  • Rigorous
  • Eager to challenge him/herself
  • Team spirit

Preferred:

  • First hospital market experience
  • 2 years' work experience in a relative field with the use of crm system (i.e Salesforce)
  • Working knowledge of the Polish healthcare system/demonstrated ability to manage relationships with healthcare professionals
  • Should have prior experience with technical repair and/or day to day service center functions supporting customers.
  • German speaker
  • Knowledge with 5S, Lean, 6Sigma methodologies

Additional information :

  • At ResMed , all employees benefit from a bonus plan, the percentage of which depends on yourposition within the organisation .
  • You also have access to a referral bonus and to ResMed's preferred shareholding programme
  • Internal career opportunity - joining an international fast-pace and massively growing company

OK, so what's next?

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now

#LI-EU

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now We commit to respond to every applicant.

About Us

At ResMed (NYSE: RMD, ASX: RMD) we pioneer innovative solutions that treat and keep people out of the hospital, empowering them to live healthier, higher-quality lives. Our digital health technologies and cloud-connected medical devices transform care for people with sleep apnea, COPD and other chronic diseases. Our comprehensive out-of-hospital software platforms support the professionals and caregivers who help people stay healthy in the home or care setting of their choice. By enabling better care, we improve quality of life, reduce the impact of chronic disease and lower costs for consumers and healthcare systems in more than 140 countries. To learn more, visit and follow @ResMed.

ResMed Corporation is an equal opportunity employer and provides equal opportunity in employment for all qualified persons, without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

(US/Canada only) ResMed is an equal opportunity/affirmative action employer. ResMed is an E-Verify Employer. ResMed is a smoke-free workplace.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant

#J-18808-Ljbffr

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