Product Technical Support

• Nov 2017 - Present

SME on IV systems / Technical training - In-house and external Biomeds / Technical support / Engineering (Evaluation / repair / testing / QC).

Technical Evaluation Engineer

• Sep 2016 - Nov 2017

Technical assessment of new electrical and electronic products into the UK market place. ISO & Technical Standards monitoring and OEM liaison with China factories.

Technical Support Engineer

• Sep 2015 - Aug 2016

• Telephone / network support on bespoke patient handling / clinician software and the NHS PAS system via HL7 / MSQL / MS Server 8 (First and secondary patient care sites). • Telephone / Field service support to all Surgeries / NHS Trust Hospitals.• Set-up and run internal repair workshop.• Component / spares sourcing and procurement.• Building servers, media players (call out screens) and touch screen kiosks (hardware / software).• Repair to component level of most hardware.

PCB, UPS, White Goods & Shredder workshop Team Leader

• Feb 2012 - Sep 2015

• Manage the component level repair and various other teams.• Repair customer owned equipment within SLA and budget.• Statistical reporting.• Training engineers to solder and fault find on various electronic equipment.• R&D on new equipment to component level repair (TPH & SMT) and reporting to the Service Director.• Source parts and liaise with vendors.• Set up and oversee the running of a UPS repair team / Set up a new White goods workshop.• Arrange training and quality control for staff.• Innovate new technical repairs for all teams.• Writing training and process manuals.• Resolve any technical issues escalated by my reports or the national workshop director.• Setup and monitor various spreadsheets.• Technical support – All workshops.• Act as an escalation point for all staff for non-technical related problems.• Provide First Aid to all staff and check / re-stock kits.• Conduct Return to Work interviews and manage holidays.

PCB Repair Workshop Team Leader

• Mar 2004 - Feb 2012

Customer Service Account Manager

• Apr 1997 - Mar 2004

• Responsible for 162 Phoenix break / fix customer accounts (up to 300K PA) totaling £3.8M revenue and providing a focal point of communication and escalation for the service delivery managers within the call center (and their respective teams - Approximately 90 seats). Producing reports, data manipulation, attending service review meetings, hosting presentations / CRM.• Call performance monitoring within the contact centre, driving SLA’s (and presenting these to the Service Director), anticipating potential problem situations and providing alternative solutions, logical call planning and progression in order to reach a viable, cost effective conclusion.• Act as a focal point for customer escalations and complaint handling, both verbal and written. Rewriting / Instigating new procedures and strategic stock planning. Project managing – Setting up a technical support desk within a major service partners call center (14 technical support engineers) and then within Phoenix. Integrating customer specific requirements into the service delivery teams.• Implement corrective and developmental action plans and responsible for influencing performance within the organisation, promoting our services and identifying new business opportunities with existing clients.• Reviewing the company price book and determining / redefining equipment service level agreements based on current market values and availability.• Interviewing new candidates for both technical and clerical positions within the Phoenix IT Group and conducting personal development reviews with staff.• Regular contract reviews with Phoenix IT Services European sub-contractors.• One of several internal auditors (ISO 9001) and complete regular audits liaising closely with the quality manager.

Customer Support Engineer

• 1996 - 1997

• Hardware and software support on Digital VAX / MicroVAX / PDP and Networks

Customer Site Engineer

• 1994 - 1996

Customer Site based engineer - Hardware and software support.

Field Service Engineer (Contract)

• 1994 - 1994

Nationwide Field Service.

Systems Engineer.

• 1990 - 1994

Field service on Digital VAX, uVAX and older PDP systems.

Advanced Engineer / Workshop Manager

• 1987 - 1990

Workshop engineer / Workshop Manager.

Trainee In-house Engineer

• 1986 - 1987

In-house repair of CRT terminals and power supplies.

Trainee Refurbishment Engineer

• 1985 - 1986

Refurbishment of all loan equipment and keyboards (80/90 series)