Job Summary
• The Equipment Service Country Specialist and Team Coordinator is responsible for leading a team of Technical Support Engineers to provide exceptional service to Carestream Business Partners and Customers.
• He will be expected to train, coach and mentor Engineers in line with Carestream values and vision for the organization and provide recommendations for changes in processes, policies and standards with the aim of providing superior services
• Report to the Emerging Markets Head of Service, he will be responsible for reviewing assigned Technical Support Engineers’ performance and ensuring that set standards, policies and procedures are followed to achieve sectional objectives in terms of Uptime, Customer Satisfaction, Productivity and accurate reporting.
• In this position the Service Country Specialist and Team Coordinator will keep the contact between Carestream, the local Business Partners representatives and Carestream Emerging Markets Service Management
Primary Responsibilities
The Equipment Service Country Specialist and Team Coordinator will be
• Accountable for providing quality service support to Carestream XRS and Dental products
• providing exceptional Customer and Business Partners Support organizing the country service team in order to grant promptly and professionally break & fix scheduling, deliver on commitment, maintain high uptime of equipment, escalate unresolved technical issue to level 2, level 3 according to escalation process and report to managers immediately for any significant issue.
• Maintaining and improving the skills and the technical level and product competency to perform professional and high quality work.
• Managing the country service team in order to assure the required uptime also organizing 24×7 shifts getting all service team reporting timely all activity in the service system
• Coordinating all the activities such as Equipment installations, user tar responding promptly, professionally and accurately to all technical Level 2 support requests issued by Carestream Channel Partners on Carestream XRS Products (including workstation and diagnostic software), documenting all cases and reporting the activities performed accordingly the EM XRS Service Standard Operation procedures;
• A key resource to maintain customer loyalty and satisfaction developing the relationship with everybody in radiographic department, business partners checking the satisfaction, feed backing any key customer concern to Account Manager and Sales & Service Manager
• A key resource to generate leads for the organization. Be curious of any customer project, status, competitors, stimulate customer interest, and communicate leads and feedback promptly to Account Manager and Sales & Service Manager
• Supporting tests and customer demonstrations
Key/Critical Competencies
• Have a degree in Electronics or Mechatronics Sciences or a related discipline.
• 5 years in-depth knowledge of X-ray radiology, both in terms of Digital and Computed Radiology and good knowledge in Dry film printing. Advance Technical Skill on CSH XRS Products and or Radiographer background would be a plus
• Radiology Workflow
• Good knowledge of IT world such as Operating Systems (Microsoft Windows 9x/NT/2000/ME/XP; Vista and 7)
• Network protocols and technology, Dicom Protocol
• Demonstrates skills in problem analysis, customer relations, organizational abilities, email & telephone etiquette, and in effective working relationships with other service/support groups.
• Fluent Spoken and Written English is required; additional languages are welcome
• Demonstrated ability in using MS applications ( MSWord, Excel and Power Points), Lotus Note and CSH Application such as Vantive; .Autocad would be a plus
• Have excellent verbal and written communication skills with proven organizational skills.
• Have strong interpersonal skills with a proven ability to lead a team.
• Able to (team) work with virtual and remote teams.
• Be proactive and forwarding thinking with excellent attention to detail.
• Strong leadership, problem solving and customer/channel negotiations skills
• Ability to support site preparation and planning.
• Strong Passion for applying new processes, tools and technology.
• No restrictions and willingness to travel across the Country for at least 50% of the working time; available to travel outside Kenya for Technical Trainings
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