Service Engineer

Job description:Senior Customer Service Engineer Medical IT
Location: Johannesburg, South AfricaCoverage: Whole Southern Africa (12 countries)Product Focus: Medical IT Solutions, Patient Monitoring & Life Support
About the Role:Mindray is seeking a Senior Customer Service Engineer to provide high-level technical support and service management for our Medical IT Solutions and Patient Monitoring & Life Support product lines. This role covers the entire Southern Africa region and will involve collaboration with local distributors and headquarters to ensure optimal service delivery, customer satisfaction, and operational excellence.
Key Responsibilities:

1. Design and Implementation: Lead the design and implementation of Medical IT solutions in hospitals, ensuring seamless integration with existing infrastructure.
2. Service Management & Support: Provide ongoing technical support for local distributors, focusing on Medical IT solutions, Patient Monitors, Anesthesia, and Ventilation equipment. Maintain close communication with headquarters to align local strategies with global service standards.
3. Customer Service Leadership: Guide and mentor distributor service teams to optimize customer satisfaction, operational workflows, and adherence to best practices.
4. Training & Development: Deliver training to distributor service teams to enhance service quality, troubleshooting capabilities, and customer support.
5. Feedback & Continuous Improvement: Collect and analyze feedback from end-users to identify areas for improvement in service delivery and operational procedures.

Qualifications & Requirements:
Technical Expertise:

• Health Information Exchange (HIE): Knowledge of secure patient data sharing, with familiarity in HL7 v2.x protocol preferred.
• Networking Skills: Understanding of hospital network infrastructure with basic networking skills (CCNA or equivalent preferred).
• Medical Device Integration: Experience in integrating various medical devices within an IT ecosystem, with basic coding/scripting skills preferred.
• Medical IT Systems: Understanding of medical systems such as EMR, HIS, LIS, CDR, and medical charting software.
• Project Management: Ability to manage full project life cycles, from solution design to implementation and optimization.
• Training & Support: Proven ability to provide ongoing technical training and support for healthcare professionals to maximize system utilization.

Additional Qualifications:

1. Education:At least bachelorsdegree in Engineering (Bioengineering, Biomedical, or equivalent); preference for candidates specialized in Biotechnology, Biomedical Equipment, or related fields.
2. Experience: Minimum 3 years of experience in customer service within the medical industry, preferably with expertise in patient monitoring and life support systems. Strong troubleshooting, repair, and calibration skills required.
3. Leadership & Coaching: Strong leadership abilities with a focus on motivating internal teams and external partners to drive success.
4. Communication Skills: Excellent communication skills, with a customer-focused mindset and the ability to foster team collaboration.
5. Travel: Willingness to travel frequently within Southern Africa, including occasional travel to other African countries, as required by the role.
6. Team Spirit: Adaptable, collaborative, and committed to working within a diverse, dynamic team environment.

We offer:Highly Competitive Salary + Excellent Benefits + Career Enhancement