Technical Support Engineer

28 Jun 2017
26 Jul 2017
Charlotte Hope
Contract Type
Full Time
The Technical Support Engineer will be required to provide problem analysis and support services in internal and external customers.

As a Technical Support Engineer, the successful candidate will be working as part of a national technical support team covering the full range of CT products. Through the technical call clarification process they aim to achieve and maintain a high level of customer satisfaction for CT products, thereby ensuring continued profitable growth of the Healthcare business. This role requires the individual to demonstrate the ability to analyse, remotely troubleshoot, repair, maintain and update the full range of CT equipment in the UK. Additionally they must be able to communicate clearly and effectively at all levels and address customer support issues promptly and professionally.

As part of a small CT product technical support team the candidate will be responsible for providing technical support to customers. The job holder will be expected to provide a vital technical call clarification service support over all CT products, working very closely with the factory technical escalation staff, Sales and Application support teams, as well as with the Customer Support Centre Frimley.

This is a national based role so a flexible approach to travel; shift work and out of hours support and weekend working is required. The jobholder will be required to provide remote as well as field based technical support and command a high level of analytical and troubleshooting skills. Attendance of training courses and technical seminars in the UK and abroad is required. The successful candidate will be part of the help desk support team answering customer calls and providing technical solutions. Additionally they will be required to participate in an out of hours technical support rota as part of the Customer Care centres out of hours support process.


* Provide daily technical call clarification as part of the customer care centre process.
* Provide all types of on-site escalated technical support at a national level, in close liaison with management. This may require the job holder to travel to a customer site anywhere in the UK at short notice.
* Provide virtual technical escalation support to Customer Service Engineers.
* Provide reports, technical analysis, benchmarking and product technical information to all stakeholders as required.
* As part of the customer care centre process take part in the product out of hours support rota, to provide call clarification and technical support to customers holding the appropriate contract.
* Work in cooperation with the customer care centre , carry out reactive service, where necessary
* Ensure that all activities are carried out in accordance with processes, local rules and health and safety policy.
* Provide technical coaching/training for engineers or customers as instructed by management team as required
* Conduct parts and UI technical vetting in a timely and accurate manner.
* Provide on-site support for all related technical activity involving CT products on a national level.


* Proven experience repairing the full range of CT products – particularly Siemens products
* IT skills, including an expert understanding & support of: EPS, DICOM & associated troubleshooting, SRS, SAP, Microsoft Office and Networking infrastructure as well as current IT technologies.
* An understanding of clinical modality applications and workflow
* Demonstrable experience of image quality testing and problem resolution
* Knowledge of material logistics, spare part tracking and escalation
* Knowledge of internal commercial processes and customer service offerings
* Good interpersonal and communication skills with the ability to deal with staff and customers at all levels.
* Demonstrable Technical report writing skills

Matchtech acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Matchtech and may assist with processing your application.

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