Michael Webster Email & Phone Number

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.

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

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.
• 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

Crawley