Role Description

To support the Regional Operations Manager. To ensure the continual development of the engineering workforce in line with contractual obligations, KPI’s, absence downtime. To drive exceptional customer service. They must also be excellent role models in the areas of communication, problem solving, customer first service.

Essential duties will include, but not limited to the following: –

• Carry out normal job role as Service/Repair engineer or Installer 4 days per week, 1 day per week (or equivalent spread over 5 days) supporting the Regional Operations Manager
• Support the area when the Regional Operations Manager is absent
• Continually support and develop a culture of Health & Safety first within the Service and Repair/Installations workforce ensuring conformance at all times
• Work with the scheduling team to overcome any scheduling issues in area to ensure that contractual KPI’s are achieved
• Maintain the HR database regarding absence and carry out return to work meetings with engineers
• Attend sites for customer complaints resolution as directed by the Regional Operations Manager to ensure customer satisfaction and complete resolution of the issue
• Undertake infield 121 engineering meetings to include: vehicle condition/personal appearance/workmanship inspections and skills review versus skills matrix evaluation to meet quality/conformance requirements
• Identify training needs and plan/drive reactive training within the budgeted availability percentage, working closely with the Regional Operations Manager/National Training Team/Technical Service Coach to achieve targeted training based on assets within an engineers usual geographical area of work
• Maintain training records and a Skills Matrix database (used by the Eagle system) for the engineering workforce in conjunction with the National Training team and Technical Service Coach
• Manage the OOH rota for the area
• Act as central point for OOH escalation issues/call centre changes to rota
• To facilitate and control van stock for the region in line with the agreed company processes and ensure that stock is maintained to the agreed levels. Ensure van stock is realised in line with the usage by way of monthly PI checks
• Assist with investigation meetings as and when required
• Implement new contract win Infield Operating Procedures as devised by the Contracts On boarding Team

Personal Characteristics

• Excellent analytical, communication and influencing skills
• Ability to communicate effectively with all levels of employees including executives, technical and our production workforce.
• Hands on, “can do” approach with willingness to work in production to understand the true issues and identify root causes of problems.
• Impeccable attention to detail and forward-thinking.
• Able to thrive in a dynamic and fast-paced environment.
• Integrity, initiative and focus.
• Proactive, with good problem-solving skills, able to make decisions independently.
• Exceptional customer service – both internally & externally.
• Team player but able to work independently.
• Flexible approach to work and working hours.
• Excellent written and verbal skills.
• Anticipate what information is required by their colleagues and to disseminate it actively and efficiently.
• Enjoys working within multidisciplinary teams in the development of leading-edge designs and technologies.
• Ability to plan, organise and prioritise own work with minimal supervision.
• Willing to listen and take advice from others.
• Shows initiative and has ability to think for self.

Education & Experience

• Previous demonstrable supervisory/management experience
• Experience of supervising field-based teams
• Previous track record of building teams
• Computer literate with word/excel experience
• New employee interviewing experience
• Previous service repair/installation engineer of 3+ years
• High level of M&H medical device technical ability with a proven history of repair resolution

Role Description

Ensuring productive and accurate invoicing process is managed daily. Processing monthly payment applications and consolidated invoices. Managing customer portals and dealing with queries to facilitate invoicing and payment. Processing customer credits.

You will be expected to support and deliver the needs of our customers and take a collaborative approach to driving business improvements. A high level of accuracy and close attention to detail are required. Possess excellent interpersonal skills as you will be required to interact with a wide range of stakeholders.

Individuals are required to not only meet but exceed KPI’s, both personal and team targets. The role is varied and you will be expected to engage in a wide variety of tasks to deliver excellent customer service across the operation.

Essential Duties

• Processing incoming engineer documents
• Preparing Customer invoices and responding to customer enquiries
• Preparing Customer credit notes
• Invoicing
• Monthly Payment Applications
• Monthly Consolidated invoices
• Management and maintenance of customer portal

Personal Characteristics

• Accurate data entry skills with keen eye for detail
• Ability to reprioritise and follow customer SLA requirements
• Ability to follow timelines of call history quickly and extract data whilst recognising and understanding previous visit history
• Excellent communication skills both written and verbal
• Methodical approach to workload and ability to follow instructions
• Ability to multi-task and stay calm under pressure whilst targeting backlogs and work to lists
• Team player who can work autonomously
• Exceptional customer service and interpersonal skills
• Problem solving skills with ability to introduce preventative actions
• Proactive, results driven
• Competent in Microsoft Office Applications (specifically Excel)
• Flexible approach to work and working hours

Education & Experience (Knowledge & Skills)

• Educated to at least GCSE level, with 3 x A-C passes, 2 of which are in Maths and English.

Role Description

Prism Medical has a fantastic new opportunity for a Subcontractor Associate – a newly created role within the business. The Associate role offers a wide variety of experiences and is both exciting and challenging in its nature. This role represents a unique opportunity for a high calibre candidate to thrive and grow within the healthcare industry.  

Essential Duties

• The Subcontract Associate will be responsible for coordinating a team of Subcontractors to deliver the proper execution of the subcontracting activities on a specific proposal or project.
• They will establish and implement effective subcontracting management systems, methods and procedures for cost and contractual matters at the office or project level.
• They will ensure continuous improvement of the processes by feedback and statistics (cost, man-hours, productivity, quantities, reworks rates, …)
• Lead the delivery of sub-contract management activities and other procurement related services which may be required by the Business.
• Focal point for project and suppliers regarding contract and supply base matters.
• Ensure field administration of subcontracts (change orders and back-charges management, invoicing, contractual letters,) until subcontracts’ closeout.
• Ensure formal assessment of the subcontractors’ performance.
• Liaise across the project team to promote a clear understanding of the contractual relationships between the various parties and stakeholders, and to mitigate risks
• Ensure proper handling of subcontracts, support documentation and related files.
• Prepare and issues local subcontractor (if and when required).
• Manage & monitor the performance of the team.
• Effectively communicate engineering and project requirements to the supply base
• Work with stakeholders, at all levels, in order to understand Internal Customer requirements.

Personal Characteristics (Attitude)

• Excellent communication skills, both written and oral
• Excellent cross functional stakeholder management skills, ability to build, grow and influence networks across sector, to support collaborative working.

• Utilise creativity to solve complex problems
• Accuracy and attention to detail when reviewing team deliverables and the ability to provide constructive feedback.
• Excellent interpersonal skills that support collaborative stakeholder relationships.
• Customer focused and self-motivated with the ability to work independently and as part of a team.
• Proven ability to multi-task and work well under pressure
• Excellent negotiation skills that drive positive business outcomes and ability to influence at all levels.
• Flexibility to travel to other locations as required at short notice

Education & Experience (Knowledge & Skills)

• 3+ years experience of working in customer service/ procurement/ subcontract
• High standard of written and verbal communication
• Good knowledge of Microsoft packages, including Outlook, Word and Excel

Job Title: Service and Repair Scheduler

Area: Grange Moor Head Office (WF4) postcode

Permanent – Working pattern – Monday to Friday 8-4pm, 9-5pm, 10-6pm on a rota basis

Why Prism Healthcare?

Prism Healthcare Group are a highly reputable healthcare company employing circa 600 colleagues, across various locations within the UK and Europe. We work with a variety of mobility equipment, including patient moving, handling, and bathing devices, committing to the ongoing safety and wellbeing of the people who use our equipment. Through our family of brands, we are best positioned to share our experience and expertise with every client and customer.

Role Description:

Working to business revenue generation targets monitored daily, including number of jobs attended, SLA adherence, engineer productivity

Daily management of your area of WIP – ensuring each job is followed up daily with notes and action. This includes faults, parts fit, servicing, held and quote required jobs

Future planning preventative maintenance work based on historic trends to keep customer compliant and in working order

Scheduling in day and future dated appointments for a team of service engineers, achieving maximum productivity for each engineer by analysing skills, location and KPI for each job

Recording engineer downtime in a labour availability document to be discussed daily, weekly, monthly with Regional Ops Manager.

Highlighting any issues to Regions Ops Manager to minimize downtime and maximize performance (e.g., engineer performance issues, skill set gaps etc.)

Accurate and consistent updating of system databases

Education and Experience

Educated to at least GCSE level, with 3 x A-C passes, 2 of which are in Maths and English.

Experience of working with field-based engineers

Experience of patient lifting, and handling equipment used in the medial healthcare industry

Personal Characteristics

Accurate data entry skills with keen eye for detail

Ability to reprioritise and follow customer SLA requirements

Ability to follow timelines of call history quickly and extract data whilst recognising and understanding previous visit history

Excellent communication skills both written and verbal

Methodical approach to workload and ability to follow instructions

Ability to multi-task and stay calm under pressure whilst targeting backlogs and work to lists

Team player who can work autonomously

Exceptional customer service and interpersonal skills

Problem solving skills with ability to introduce preventative actions

Proactive, results driven

Competent in Microsoft Office Applications (specifically Excel)

Flexible approach to work and working hours

Company Benefits

· Competitive Salary, paid monthly

· Ongoing training and development

· 25 days holiday, plus bank holidays

· Pension Scheme, matched contribution/salary sacrifice

· Medicash health Plan which allows you to claim towards health costs such as dental and optical as well as physiotherapy and chiropody

· Life Assurance Scheme

· Company Benefits Discount and Rewards Scheme which includes shop discounts, hotel discounts   and days out

Job Title: Customer Support Team Leader

Area: Grange Moor Head Office (WF4) Postcode

Permanent – Hours of work – Monday – Friday ( 8am-4pm, 9am-5pm, 10am-6pm on a rota basis)

Why Prism Healthcare?

Prism Healthcare Group are a highly reputable healthcare company employing circa 600 colleagues, across various locations within the UK and Europe. We work with a variety of mobility equipment, including patient moving, handling, and bathing devices, committing to the ongoing safety and wellbeing of the people who use our equipment. Through our family of brands, we are best positioned to share our experience and expertise with every client and customer.

Role Description:

• Lead, coach, and mentor the customer support team, fostering a high-performance culture.
• Develop and implement customer service strategies aligned with company goals and objectives.
• Continuously improve service quality by analysing customer feedback and implementing enhancements.
• Build and maintain strong relationships with key customers, understanding their needs and expectations.
• Act as the escalation point for complex customer issues and ensure swift resolution.
• Identify areas for process improvement and implement solutions to enhance efficiency and effectiveness.
• Work closely with cross-functional teams to streamline customer journey.
• Support wider team with call handling and administration.
• Processing/collating management information as and when required.

Personal Characteristics

• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
• Analytical mindset and the ability to leverage data to drive operational improvements.
• Ability to handle multiple priorities, meet deadlines, and adapt to changing business needs whilst staying calm under pressure.
• Excellent telephone manner
• Ability to work under own initiative
• Excellent organisation skills

Education and Experience

• Experience in a Team Lead role would be advantageous.
• Customer service or customer facing experience is essential.
• You should have a passion for people management and supporting people.
• Proficient in Microsoft Office applications including Word, Excel, and PowerPoint.
• Demonstrate effective time management skills, administrative capabilities, and effective written and oral communication capabilities.
• Flexible approach to work and working hours.

Company Benefits

• Competitive Salary, paid monthly.
• Ongoing training and development
• 25 days holiday, plus bank holidays
• Pension Scheme, matched contribution/salary sacrifice
• Medicash health Plan which allows you to claim towards health costs such as dental and optical as well as physiotherapy and chiropody.
• Life Assurance Scheme
• Company Benefits Discount and Rewards Scheme which includes shop discounts, hotel discounts and days out.

Experience

• Customer service: 2 years (required)
• Team Leader: 2 years (required)