Technical service engineer

General:
A Technical Service Engineer (TSM) plays a crucial role in leading service operations
and ensuring the delivery of high-quality technical support and services to customers.
This role involves coordinating with various departments, developing service
strategies, and implementing best practices to enhance service quality and efficiency,
ensuring compliance with relevant regulatory standards.
Job Title:
Technical Service Engineer.
Job Summary:
The Technical Service Engineer is responsible for overseeing the technical support
tasks, managing service operations, and ensuring the delivery of excellent customer
service. This role involves coordinating with various departments, developing service
strategies, and implementing best practices to improve service quality and efficiency.
Key Responsibilities:
1. Team Management:
* Lead and supervise the technical support activities in the company.
* Train, and mentor team members that are involved in pre-sell/post sell
process (especially US team).

2. Service Operations and continuous Improvement:
* Oversee day-to-day technical support operations.
* Develop and implement service policies, procedures, and standards.
* Monitor service levels and ensure compliance with service level
agreements.
* Develop and implement strategies for continuous service improvement.
* Stay informed about industry best practices and integrate them into
service operations.
* Manage Returned Material Authorization (RMA) processes to ensure
efficient handling of defective products.
* Coordinate with the service repair and investigational depot to ensure
timely and efficient repairs.
* Planning of component inventory levels for service needs (spare parts
and materials).

3. Customer Support and Relationship Management:
* Manage customer relationships and handle escalated issues.
* Ensure prompt and effective resolution of technical problems.
* Guide and certify customer’s technical teams to perform service
activities.
* Act as a primary point of contact for customer technical inquiries.
* Conduct regular check-ins with customers to assess their needs and
satisfaction levels.

* Organize and lead customer training sessions and workshops (on-site
& remotely).
* Perform a routine customer survey to identify service quality trends.
* Manage customer installed base.
4. Technical Expertise and Documentation:
* Create, maintain, and update technical literature and labeling including
User guides, Quick reference guides, service guides.
* Maintain up-to-date knowledge of industry trends and technologies.
* Provide technical guidance and support to company teams.
* Assist in troubleshooting and resolving complex technical issues.
* Publish and follow up on service notes.
5. Project Management:
* Plan and execute service technical projects and initiatives.
* Coordinate with other departments (e.g., IT, R&D, Sales) to ensure
successful project implementation.
* Monitor project progress and report on outcomes.
* Manage service project budgets and resources efficiently to ensure
project goals are met on time and within budget.

6. Performance Metrics:
* Track and analyze service performance metrics.
* Identify areas for improvement and implement corrective actions.
* Prepare and present regular reports on service performance to senior
management.

7. Regulatory Compliance and Quality Management:
* Coordinate with QA/RA team to implement and oversee Corrective
and Preventive Actions (CAPA).
* Ensure all service operations comply with relevant regulations,
including FDA, ISO 13485, and other standards.
* Maintain detailed records issues/complaints, service activities, and
regulatory compliance.
8. Continuous Improvement:
דרישות התפקיד
Required Skills and Qualifications:
* Education:
* Bachelor’s degree in a relevant field (e.g., Computer Science,
Information Technology, Engineering).

Experience:
* 5 years Proven experience in a technical support or service
management role.
* Strong project management skills.

Technical Skills:
* Proficiency in relevant technologies and tools.
* Strong troubleshooting and problem-solving skills.
* Understanding of IT infrastructure, hardware, and software.

Other:
* Ability to work in a fast-paced and dynamic environment.

* Strong organizational and time-management skills.
* Ability to handle multiple priorities and projects simultaneously.

Working Conditions:
* May require occasional travel.
* Ability to work flexible hours, including evenings and weekends, if necessary.