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 Services Representative

Reporting to:     Customer Relationship Manager

Role Summary

As an office-based Customer Services Representative you will attract potential customers by answering product and service related questions, provide information about alternate product and service offerings and proactively drive sales revenue/profit. You will support our current customer base by ensuring the delivery of exceptional service levels and undertake associated customer service related administration activities.

Essential Duties

• Maintain a positive, empathetic and professional attitude at all times
• Respond promptly to customer enquiries promptly via telephone, email, webchat and social media
• Ensure customer satisfaction and provide professional customer support
• Process assessor and sales led quotations
• Chase open quotations, recording essential customer intel obtained from the customer interaction
• Handle complaints through to conclusion, providing appropriate solutions and alternatives
• Performing such other tasks as may be necessary for the smooth operation of the department and/or the company

Personal Characteristics (Attitude)

• Customer first mentality
• Ability to make decisions & multi task
• Can do attitude to problem solving
• Ability to engage with others at all levels
• Professional, positive and constructive communicator
• Flexible approach to work

Desirable

• Experience of patient lifting and handling equipment/the medical device industry
• Previous experience within a customer service or sales role

Essential

• Numerate and literate
• Competent in Microsoft Office Applications

37.5 hours per week, Permanent Contract

As a Group Head of Procurement, you will be a strategic thinker with a strong, commercial background within a complex, manufacturing environment.  You’ll provide leadership, strategic direction and a commercial focus for the purchasing function. You will develop and implement a strategy to ensure the function is operating in line with the objectives of the business; to add value, mitigate supply chain risk by focusing on service delivery & quality, and deliver cost savings.

You’ll also develop and maintain strategic supplier relationships and manage the development of contracts, contractual relationships and contract management to deliver continuous improvement in delivery of goods and services by supply base. Working in a collaborative style within the different divisions to deliver the anticipated synergy of a wider Group approach to Procurement.

To be considered for this role, you will require the following skills and experience:

• Must have +10 years’ experience (manufacturing) in both Procurement and Supply Chain Planning roles
• Must have experience in both direct material spend & indirect spend
• Must have multi-site or multi-location experience
• Ability to influence senior leaders in organization
• Detailed working knowledge of Procurement / Planning systems

As per our Recruitment Policy, we would respectfully request that all applications are supported by your line manager prior to applying for new roles.  If you would like more information about the above positions, including a copy of the Job Description, please contact Leigh Fallas, HR Administrator, at leigh.fallas@prismmedical.co.uk

Closing Date: 3pm Friday 6^th October 2023

Job Purpose:   

Assist with current Assessor lead times for London & surrounding areas to support and maintain customer expectations. To build OT relationships for the area and surrounding region and instil customer confidence in PMUK services and products.

Duties:

• To conduct full site surveys of properties for the installation of all Prism Medical and other manufacturers fixed equipment including ceiling track hoists, stair lifts and through floor lifts.
• Completing full detailed and legible on site drawings to the appropriate scale when required of individual properties at each survey to enable a successful fixed equipment installation first time.
• To complete basic electrical checks at property site surveys including visual earth bonding inspections to enable successful installations of electrical outlets to be carried out.
• Completing and submitting all relevant Prism Medical assessment/survey paperwork within the requested timescales permitted for quotations to be sent to customers.
• Liaising closely with all relevant individuals and departments to enable a smooth transition of services and product installations to Prism Medical customers.
• To physically access and visually inspect all loft spaces and trussed roof constructions to ensure fixed equipment installation feasibility where required.
• To positively and confidently represent the company at all times when out in the field.
• To correctly identify all customer needs and requirements and successfully prescribe working solutions and equipment.
• To update electronic diary entries and appointments on a daily basis for internal review.
• Moving and handling of disabled people when required.
• Reporting all relevant leads and sales opportunities to the relevant sales teams and Regional Business Leader.
• Working closely with the area sales teams to help grow regional business and create new opportunities.
• Attending exhibitions and product evaluation days.
• To accommodate travelling out of the regional area if needed to provide coverage, assist colleagues and reduce lead times where necessary.

Requirements:

PERSON SPECIFICATION

Essential

•               Flexible approach to work and working hours.
•                 Previous experience within the health care industry.
•                 Previous experience with disabled equipment.
•                 Ability to work to deadlines.
•                 Customer liaison skills in sensitive situations.
•                Excellent communicational skills both written and verbal.
•                 Empathy and understanding to others needs and requirements.
•                 Full drivers licence.
•                 Be able to work under own initiative and manage your own workload.
•                 To be able to work as part of a team.
•                 To be pro-active, focused and driven.

Desirable

•               To have current or previous stair lift product knowledge.
•                 Ability to use scaled measurement devices.
•                 To have structural knowledge and understanding.

Role Description

Responsible for achieving area territory sales objectives through field-based selling activities, which include; dealing direct with Occupational and Physio therapists, providing prompt face to face assessments and quotations. Targets customers by selling and servicing PMUK & Smirthwaite product lines.

Essential Duties

• To develop and promote the company within the following postcodes: SY,TF,DE,LE,WS,WV,DY,WR,CV,B,NN
• To be the focal point of the company in the territory.
• Successfully manage and grow client/customer relationships.
• Provide account management for the territory.
• To actively support and help promote new products.
• Develop and maintain prospect and customer list based on strategic marketing data and other sources for sales leads.
• Conduct clinically focused product assessments with children and therapists providing best advice on product suitability.
• To work in conjunction with Regional Area Manager and Commercial Manager supplying potential leads.
• Actively increase presentation/training days with therapists.
• To support marketing activity through attending exhibitions and promoting awareness.
• Proactively gather market information and report via the agreed process.
• To be able to offer weekly work flexibility to support therapist(s) and company requirements.
• Overnight hotel stays will be required on occasions for sales meetings and exhibitions.

Personal Characteristics (Attitude)

• High attention for detail and follow through.
• Proactive, results oriented and driven.
• Demonstrates customer centric behavior & healthcare empathy
• Demonstrates cultural sensitivity
• Exceptional listening skills
• Exceptional product presentation and effective assessments
• Personifies Smirthwaite Ltd; Mission, Vision and Values.
• Team player and individual contributor

Education & Experience (Knowledge & Skills)

• To be motivated and results driven
• To positively approach change or new situations
• Successful field sales leadership experience (medical field strongly preferred).
• Strong interpersonal and relationship building skills.
• Health & Care knowledge
• Proficient in Microsoft Office applications including Word, Excel and PowerPoint.
• Demonstrate effective time and territory management skills, administrative capabilities and effective written and oral communication capabilities
• Flexible approach to work and working hours, willingness to travel and assist other territories.
• Current clean driving licence

Desirable

• Diary planning and organisation skills
• Excellent communication skills
• Proven technical and sales experience.

Role Description

Responsible for achieving territory sales & relationship objectives through field-based selling activities, which include; identification of key channels, influencers & distributors, enabling those distributors and driving market share & sales growth. Targets customers by selling and servicing PMUK product lines, contracts & frameworks.  Meet annual goals and objectives as defined by the RBL.

Essential Duties

• Maintain a comprehensive understanding of their key markets; structure, size and competitive dynamics within them
• Developing, agreeing, executing & reporting a clear and logical plan to achieve overall territory sales objectives via Account Specific Action Plans (ASAP) that meets or exceed targets by:
  • engaging all targeted distributor and dealer accounts
  • owning Local Authority relationships
  • engaging all Community Equipment stores;  LA & Private sector providers
  • active account planning & management
  • Optimised customer and journey planning
• Support PMUK Commercial Leadership in managing Strategic Accounts
• Develop, manage and maintain key relationships within the territory eco-system that lead to increasing loyalty and use of products within target distributors
• Maintain technical product knowledge to enable the; training of distributor staff, demonstration of products to key customers and support for key trade shows
• Adhere to the PMUK Price Book and discounting authorities within
• Provide feedback, intelligence and requests to Marketing or to the organization to adapt product/tools/strategies to the market demand or need
• Develop and maintain productive cross-functional relationships to share knowledge and leverage synergies within the PMUK organization
• Responsible for all company assets & stock deployed to territory
• Responsible for maintaining accurate customer records
• Meet diary management visibility and standards

Personal Characteristics (Attitude)

• High attention for detail and follow through
• Proactive, results oriented and driven
• Demonstrates customer centric behavior & healthcare empathy
• Demonstrates cultural sensitivity
• Exceptional listening skills
• Personifies PMUK Ltd; Mission, Vision and Values
• Team player and individual contributor

Education & Experience (Knowledge & Skills)

• Successful field sales experience (health & care field strongly preferred):  3+ Years
• Strong interpersonal and relationship building skills
• Business, Finance and Health & Care knowledge
• Proficient in Microsoft Office applications including Word, Excel and PowerPoint
• Demonstrate effective time and territory management skills, administrative capabilities and effective written and oral communication capabilities
• Flexible approach to work and working hours
• Current clean driving licence
• Travel within territory & UK

Desirable

• Graduate
• Life, health or sports sciences background

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)