Michael Webster Email & Phone Number

Redhill, Gb

Redhill, Gb

Crawley

• Provide comprehensive technical support on defined products • Support is provided by phone, email and remote service tools, with on-site support for escalated problems if necessary• Provide technical advice for the resolution of customer problems and complaints• Interface with other departments as necessary by providing representation at various technical meetings• Using technical and product knowledge to support Service Engineering in R&D projects when required• Ensure that technical information is communicated to the field effectively by using such media as the Technical Tips database and other evolving knowledge based management tools.• Safety to be the number one priority by considering at all times the safe operation of the products.

Crawley

• Current support responsibilities Workload should be managed accordingly to balance additional team leader responsibilities.• Resource schedulingEnsure team is adequately staffed with the planner maintained to provide clear visibility of availability• Absence approvalFirst point of contact for approving absence before request is submitted, planner must be maintained to reflect approvals.• 121sEnsure regular and effective 121s are held with team members• Escalation ManagementResponsible for all Case escalations and Executive Summaries for product focus area (H/W or S/W). This includes all cases at T2 or T3 level.• Meeting AttendanceHot site meetingsMonthly Service ReviewOthers as requested• Change ManagementSupport and drive changes Identify improvement areas and work with management team to implement• Employee DevelopmentEnsure BBOs are documented and reviewed at least every 3 monthsEnsure training plan is known and drivenEnsure successful on-boarding of new staff• Transactional SurveyOwn customer follow up on the back of low rating responsesUnderstand process and work with Customer Service Success Manager to identify and drive improvements• ESAT ActionsWork with manager to drive forward employee satisfaction actions• Support ECSC Management TeamDrive forward ad-hoc requests or actions that are critical to the success of Elekta Care SupportBackfill ECSC Management as required

Crawley

Deliver OIS, TPS and Oncology call centre admin and front desk activities, whilst working closely with the Oncology third line support team to provide expert specialist assistance to Elekta service staff and customers for Oncology related products.• Ensuring at all times that customer calls are dealt with efficiently and with minimum delay• Being available as required to take calls from customers, Elekta engineers and Distributors• Prioritizing and managing calls in an efficient and professional manner, resolving technical questions and issues wherever possible and liaising with Product Specialist where appropriate• Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time.• Using the reporting tools available in CLM to generate, maintain and publish monthly department reports• Taking responsibility and ownership to provide technical advice for the resolution of customer problems and complaints • Interfacing with other departments as necessary by providing representation at various technical meetings, eg. PEMMs process • Ensuring that technical information is communicated to the field effectively by using and improving such media as knowledge based management tools• Familiarising and using where appropriate remote support tools, eg. IntelliMax

Crawley