Ireland Careers

Key Responsibilities & Tasks of the Jobholder:

• Provide a complete level of service to our customers on site to include, commissioning, fault-finding, servicing, maintaining, repairing, calibrating and validating all Equipment and Applications within our Business Portfolio. 
• Ensure that all equipment and products are left in a safe manner for customers to use.
• Deliver “Service Excellence" and ensure customer satisfaction at all times. 
• Maintain all records and appropriate paperwork with regard to client installations and work carried out. Create Service Reports for customer signature and complete all Company required paperwork on time. 
• Adhere to safety and health regulations and obligations, together with all Company Policies and Procedures with particular reference to ISO Quality Procedures, e.g. Work Instructions and Method Statements incorporating Risk Assessments. 
• Adhere to site rules and participate in site inductions as and when required. 
• Carry and maintain an up-to-date stock of spare parts and consumables in the Company vehicle and maintain this stock and equipment in good order. 
• Participate in the On-Call Engineer Rota. 
• Maximise revenue opportunities by identifying revenue opportunities on site and by informing the Company of new site developments. 
• Proactively work with the Service Business Manager for the success of the Service Business Department, communicating customer feedback, sales and training opportunities to the Service Business Manager. 
• Provide onsite briefings, tours, induction / training to customers and to colleagues.
• Comply with Departmental changes implemented to improve the operations of the Service Department. 
• Provide telephone support as and when required. 
• Review technical documentation and write technical reports accurately in English. 
• Attend training courses when required and acquire a good working knowledge of the Company's Equipment and Applications. 
• Represent the Company professionally on site and wear at all times the Company branded clothing and personal protective equipment supplied. 
• Demonstrate a flexible approach to working hours in order to cope with urgent situations and an unexpected workload as well as a willingness to undertake the additional duties which may be required from time to time by the Company to ensure the efficient and effective operation of the Service Department.

Requirement & Features/Core Competencies:

1. Commitment to excellence every day.
2. This is a business-critical role as it is the primary internal function covering the renewal, negotiation and financial monitoring of annual Service Contracts across our customer base.
3. The jobholder undertakes to work efficiently and effectively, and to take full ownership and accountability for resolving all queries – and to seek direction and approval from management where required.
4. The jobholder undertakes to maintain strong and professional relationships with customers and colleagues, and to deliver excellent service to both to the very best of your abilities at all times.
5. The jobholder undertakes to interact with customers, internal colleagues, and company management in a polite and professional manner, upholding the company’s best-in-class reputation at all times.
6. The jobholder proactively contributes to the company’s success, and acts as a responsible team-player to support your colleagues and the best interests of the company at all times.
7. The jobholder is committed to the on-going success of the company, and undertakes to actively identify and deliver continuous improvement and growth within the company.
8. The jobholder is punctual, motivated and an organised self-starter who demonstrates enthusiasm and commitment to completing all tasks and activities to the highest standard possible, and within the required time-frame.
9. The jobholder commits to continuous learning and the use of the latest IT equipment and software as required by the role.
10. The jobholder demonstrates a positive approach to all tasks, and can work unsupervised or as a part of a team to complete the work duties required in the role.
11. The jobholder undertakes to follow company directives, and adhere to company policies and procedures at all times.
12. The Jobholder should have an electrical qualification.

The Job Description is not intended as inclusive of all duties an individual in this position might be asked to perform or that may be required to do either now or in the future.

Key Responsibilities & Tasks

• Project Stage
  • Effectively project-manage and streamline the flow of work of all assigned projects until  handed over. 
  • Attend the necessary “hand-over” meetings to identify and understand the ‘conditions of  contract’ and ensure that the purchase order reflects the scope of the work. 
  • Conduct design reviews to verify that the sales design complies with the project requirements, procurement budgets and installation method statements before it is  adopted.
  • Check through the water analysis, the mechanical / hydraulic and electrical engineering  design requirements of the proposed system. 
  • Establish an accurate personal administration and record system and maintain these in  compliance with QA Procedures. 
  • Produce a Project Programme Schedule and other administrative documents for each  project and issue these to the relevant people ensuring that the Programme is on  schedule at all times and that conditions of contract are adhered to.  
  • Monitor progress, prepare progress reports and attend progress meetings as required. 8. Ensure that all potential variations are identified, quantified and agreed with the clients’  agents in accordance with the Project Programme.  
  • Obtain appropriate assistance and input from other people / departments in a timely  manner so as to meet the requirements of the Project Programme. 
  • Prepare a “hand-over” pack for the Service Department and schedule system  commissioning. 
  • Carry-out post project meetings as necessary with a view to improving performance
• Finance
  • Review the Cost Sheet and necessary resources for the successful completion of the  project. 
  • Agree the Cost Sheet and progress valuations with the client and liaise with the Finance  Manager to ensure that payment is being made by the client in accordance with the  Project Programme Schedule. 
  • Procure cost-effective equipment in compliance with the agreed Project Programme,  terms and conditions and client specification and ensure that goods and services are  available on time. 
  • Monitor the project for scope, time and budget variations and generate a ‘Variations  Engineering Cost Sheet’ for approval and signature by the client before work  commences. 
  • Prepare cost spreadsheets to determine the project value and margin.  6. Monitor, maintain and improve the project margin where possible without compromising  technical quality or standards. 
  • Sign off on purchase invoices.
• Customer Liason
  • Represent the Company on all matters relating to the project and control all related correspondence and documentation.
  • Carry out all client communications politely, professionally and courteously, promoting good relations and efficiency and delivering a professional approach at all times.
  • Plan all site operations with the relevant organisations briefed in the technical, safety and timescale requirements of the project.
  • Attend site meetings with the Client, Engineering Consultant and Sub-contractor when required and issue the relevant follow-up minutes.
  • Ensure that standard and special systems Operating Handbooks are issued to the client in accordance with the project timeframe and, where appropriate in larger systems, ensure that clients receive a thorough operating training.
• Legionella Control
  • Provide compliant Legionella control programs on site and ensure customer compliance with all appropriate Irish and UK legislation .
  • Provide site operator training and support on the use of Hydrex products and Legionella awareness training.
• AutoCAD
  • Produce accurate and legible Process Flow Schematic; P&ID and Plant Room Layout  Drawings to ensure that the equipment fits into the space provided with ample service  access in accordance with Company Procedures and Work Instructions.
  • Manage the generation of all documentation in accordance with Company Procedures  and Work Instructions and the required Project Programme. 
  • Produce validation documentation which comprehensively test the system supplied; i.e. Installation Qualification Protocols, Commissioning Sheets, and Operation Qualification  Protocols, in accordance with the required Project Programme. 
  • Ensure that all validation documentation is correctly completed by the Company and the  client and ensure that a copy is filed in-house. 
  • Ensure that the ‘all water treatment system’ documentation and certification supplied by  our suppliers and contractors is traceable to the equipment supplied. 
  • Collate the ‘all water treatment system’ certification documentation into a presentable  certification file and prepare the necessary quantity of copies for the client in accordance with the required Project Programme. 
  • Collate the ‘all water treatment system’ O&M documentation into a presentable  Operator’s Manual and prepare the necessary quantity of copies for the client in  accordance with the required Project Programme. 
  • Upon receipt of the Handover Certificate from the client, ensure that a copy of both the  Operator’s Manual and the Certification are available in-house.
• Health & Safety
  • Be aware and familiar with the risks associated with particular industries before visiting a site and request from the client details of known health and safety hazards and follow any instructions given, acting in a responsible and aware manner, avoiding undue risks.
  • Comply with all health and safety requirements when dealing with suppliers and sub-contractors.
  • Adhere to all Company and client safety and health regulations and employee obligations.

Requirements 

• This is a business-critical role for the reasons outlined in the Job Function.

• The Jobholder undertakes to work efficiently and effectively and to take full ownership and accountability for the execution and delivery of the key responsibilities and tasks defined in this role and to seek direction and approval from the Engineering Manager, or appointed delegate, where required.

• Full responsibility for a project is undertaken once it is assigned by the Engineering Manager, or appointed delegate.

• Sufficient documentary records are collated to confirm that procedures have been satisfied and to ensure that the Company’s position is protected should a dispute arise.  

• The profit margin on all projects is improved with a minimum requirement of maintaining the initial sales margin.

• The Jobholder undertakes to maintain strong and professional relationships with customers and colleagues and to deliver excellent service to both at all times.

• The Jobholder undertakes to interact with customers, internal colleagues and the Senior Management Team in a polite and professional manner, upholding the Company’s best-in-class reputation at all times.

• The Jobholder proactively contributes to the Company’s success and acts as a responsible team player to support colleagues and the best interests of the Company at all times.

• The Jobholder is committed to the on-going success of the Company and undertakes to actively identify and deliver continuous improvement and growth within the Company.

• The Jobholder is punctual, motivated and an organised self-starter who demonstrates enthusiasm and commitment to completing all tasks and activities to the highest standard possible and within the required time-frame.

• The Jobholder commits to continuous learning and the use of the latest IT equipment and software as required by the role.

• The Jobholder demonstrates a positive approach to all tasks and can work unsupervised or as a part of a team to complete the work duties required in the role.

• The Jobholder undertakes to follow Company Directives and adhere to Company Policies and Procedures at all times.

• The Jobholder demonstrates a flexible approach to working hours in order to cope with urgent situations and an unexpected workload as well as a willingness to undertake the additional duties which may be required from time to time by the Company to ensure the efficient and effective operation of the Engineering Department.

This Job Description is intended as a summary of the primary responsibilities and qualifications for this position. The Job Description is not intended as inclusive of all duties an individual in this position might be asked to perform or that may be required to do either now or in the future. 

Requirements

• Education:
  • Electrical Qualification is desirable 
• Skills and Experience
  • 2-3 years’ experience working in a similar role.
  • Experience working as a Field Service Engineer.
  • Have excellent communication skills with the ability to communicate effectively with technical and non-technical customers.
  • Have experience or willingness to writing reports.
  • An awareness of the potential risks to health and safety on all clients' properties.
  • Experience working in the Pharmaceutical industry (desirable).

Duties and Responsibilities 

• Provide a complete level of service to our customers on site to include, commissioning, fault-finding, servicing, maintaining, repairing, calibrating and validating all Laboratory & Healthcare Equipment and Applications within our Business Portfolio.  
• Ensure that all Laboratory & Healthcare equipment and products are left in a safe manner for customers to use.
• Deliver “Service Excellence” and ensure customer satisfaction at all times.
• Maintain all records and appropriate paperwork with regard to client installations and work carried out.  Create Service Reports for customer signature and complete all Company required paperwork on time.  
• Adhere to safety and health regulations and obligations, together with all Company Policies and Procedures with particular reference to ISO Quality Procedures, e.g. Work Instructions and Method Statements incorporating Risk Assessments.
• Adhere to site rules and participate in site inductions as and when required. 
• Carry and maintain an up-to-date stock of spare parts and consumables in the Company vehicle and maintain this stock and equipment in good order.
• Maximise revenue opportunities by identifying revenue opportunities on site and by informing the Company of new site developments.
• Proactively work with the Service Operations Manager for the success of the Service Department, communicating customer feedback, sales and training opportunities to the Service Team Lead/Operations Managers.
• Comply with Departmental changes implemented to improve the operations of the Service Department.
• Provide telephone support and participate on the On-call rotta when required Review technical documentation and write technical reports accurately in English.
• Attend training courses when required and acquire a good working knowledge of the Company’s Equipment and Applications.
• Represent the Company professionally on site and wear at all times the Company branded clothing and personal protective equipment supplied.
• The Jobholder is required to work additional hours when required.
• Overseas travel is occasional. 

Requirements and Core Competencies

• Flexibility: Demonstrate a flexible approach to working hours in order to cope with urgent situations and an unexpected workload as well as a willingness to undertake the additional duties which may be required from time to time by the Company.
• Ownership & Accountability: To work efficiently and effectively and to take full ownership and accountability for the execution and delivery of the key responsibilities and tasks defined in this role and to seek direction and approval from Management, or appointed delegate, where required.
• Professional Relationships: To maintain strong and professional relationships with customers and colleagues, and to deliver excellent service to both to the very best of your abilities at all times.
• Team-Player: To proactively contribute to the Company’s success and acts as a responsible team player to support colleagues and the best interests of the Company at all times.
• IT Skills: To commit to continuous learning and the use of the latest IT equipment and software as required by the role.
• Continuous Improvement: To commit to the on-going success of the Company and undertake to actively identify and deliver continuous improvement and growth within the Company.
• Policies & Procedures:  To follow Company Directives and adhere to Company Policies and Procedures at all times.

Key Responsibilities & Tasks of the Jobholder:

• Sales Achievement & Growth Targets
  • Achieve your quarterly and annual order intake targets for each Business Area.
  • Assist management in achieving growth targets for the business.
  • Seek out new profitable opportunities to expand the core business.
  • Acquire a good knowledge of competitors’ offerings and their sales strategies.
  • Improve the profit margin on all sales with a minimum requirement of maintaining the initial sales margin.
• Area Management
  • Obtain an understanding and an evaluation of customer requirements.
  • Maintain customer contact and, wherever possible, expand the business through the existing or new customer base.
  • Carry-out regular customer liaison meetings and actively manage key accounts.
  • Inform customers of the costs of keeping old equipment and the benefit of upgrading to newer and more economical systems.
  • Produce an Action Plan for the area and build a customer database.
  • Maintain accurate customer product files and up-to-date details.
  • Produce quantitative business results.
  • Work to maintain the Company’s leadership position within the marketplace.
  • Maintain top level contacts with key customers and play a high profile part within the industry.
  • Pro-actively schedule appointments and manage your Call Plan and time effectively.
  • Manage and maintain your own calendar weekly, having a minimum of 4 weeks planned in advance. 
• Administration
  • Update ACT Database on a weekly basis.
  • Daily update of our Skywater system 
  • Maintain accurate and up-to-date files.
  • Submit completed and accurate Expense Reports for all reasonable and genuine expenses incurred.
• Communication
  • Very strong communication skills both written and verbal
  • Receive and handle queries from customers and evaluate their requirements and follow-through on the work to be carried out.
  • Interact with the Internal Service operations team and the Service Engineers to maximise opportunities while maximising our internal knowledge 
  • Demonstrate strong interpersonal and team skills and the ability to work on one’s own initiative and as part of a team.
  • Demonstrate a sense of urgency and responsibility and adopt a “follow-through” and “close-out” approach.
  • Maintain regular telephone contact with the office and other members of the Sales Team.
  • Show a genuine interest in the business and suggest ways of improving the business to the Service Business Manager
  • Report back to the Management Team on market conditions and market trends.
• Features of the Job that Require Emphasising
  • Candidate must have relevant 3rd level qualification in Science, Engineering or Technology. 
  • A working knowledge of the Laboratory and Healthcare Industry is beneficial
  • Sufficient documentary records are collated to confirm that procedures have been satisfied and to ensure that the Company’s position is protected should a dispute arise.  
  • Improve the profit margin on all sales with a minimum requirement of maintaining the initial sales margin.
  • This is a field based position which will require the person to work from home or from the office and be prepared to travel within Ireland.
  • Flexibility is important in this role and the need to work outside normal working hours, staying away from home overnight on occasions.
  • Adhere to all Company Policies and Procedures.
  • Adopt a flexible approach to working hours to cope with urgent situations or  unexpected workload as may arise from time to time as well as a willingness to undertake any other ad hoc duties as requested.