Technical Service Specialist (Germany)

Within an international environment, the incumbent provides specialised-level support in the field on THERAKOS systems to ensure the highest level of customer satisfaction and enable effective delivery of Extra Corporeal Photopheresis (ECP) therapy to the patients.

• Provide on-site assistance
  • • • • o Provide direct on-site support and troubleshooting to Therakos customers (undertake urgent/non-urgent repairs and planned maintenance as required)

     o Participate in the on-site investigation of complex system issues, and maintain equipment used in clinical     evaluations, field trials and demonstrations

• Perform Therakos instruments installations

      o Participate in local forecasting and planning of installations, and ensure that all installations done are   successful

• System performance monitoring

      o Build intimacy with local customers, with regular visits and interactions
      o Track local equipment performance and identify problems
      o Communicates service status on routine basis to management and all functional departments
      o Escalate market information, customer feedback and complaints, products performances, and their use to the relevant departments/technical support centre

• Ensure mandatory upgrades

      o Take responsibility to ensure that all upgrades/modifications done are successful
      o Report progresses to management until completion

• Attend to local, regional, and global Company meeting as requested
• Respect all company policies and all applicable regulations
• This position liaises primarily with Customer Service, Clinical Specialists and Sales teams. It may interact with R&D, Quality, Marketing, Regulatory, external distributors and third-party service providers. External collaboration includes HCPs. Collaboration across a matrix organization is required.

Skills:

• Strong customer focus and teamwork aptitude with well-developed interpersonal, communication and listening skills are a must.
• Analytical and technical mind-set with demonstrated troubleshooting skills.
• Ability to handle multiple activities, with flexibility to adapt to urgent situations.
• Strong organizational and time management skills.
• Must be capable of individual initiative to prioritise and coordinate service and travels activities with team colleagues.
• Excellent verbal and written communication skills in English, and in the local language (German). Additional knowledge of another European language would be a plus.
• At ease in an international environment.
• Applicants must possess a valid driver's license.

Experience: a minimum of 3-5 years’ experience in maintenance of equipment, preferably in the field of Medical Devices, and computer literacy is required. Aphaeresis or similar experience would be a plus.
Education: Where applicable, the incumbent must possess education level at least at Bachelor’s degree, preferably in medical technology, biomedical engineering or related field.

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• Collaborative and innovative work environment.

Work Details:
Site/ Primary Work Location: Site/ Primary Work Location: Remote field-based in Germany (preferably the North of Germany)
Primary Work Model: Remote
Department: Technical Service
Reporting to (Title): Regional Technical Service Manager 
Hours: full-time 
Travel Expectations: 80% of travel required, including short notice, cross all supported regions, working on Saturday on occasional basis 
Physical Requirements: lifting up to 20 kg
Disclaimer:
The included statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.