Technical Support Lead at Ilara Health… See details on how to apply for the opportunities available at Ilara Health.
Descriptions;
Ilara Health brings accurate and affordable diagnostics to the 500 million people in Africa who today struggle to access a simple blood test. We distribute low-cost, AI-powered diagnostic devices directly to primary care doctors in peri-urban and rural clinics, where the availability of common diagnostics is very poor.
RESPONSIBILITIES:
- Support the sales department in all matters related to medical devices this includes training of new and existing salespersons or any technical enquiries they may require.
- Evaluating and Testing other devices and technologies that can support the existing and new device portfolio.
- Creating and Maintaining rapport with Supplies/ Manufactures and Escalating technical issues/Faults that may require Manufacturers Intervention.
- Ensure Customer Satisfaction by Diagnosing, troubleshooting and resolving any technical issues and performing upgrade Recommendations on both the hardware and software.
- Provide support and Continuous Training and Empowerment to the technical support associates and relationship managers on all technologies and Medical devices technical challenges in a Timely Manner.
- Develop, Maintain and Continuously Update a comprehensive knowledge base including but not limited to, FAQs and Videos
- Maintain and continuously update logs on all technical support carried out on the various devices.
- Maintain, Organize and File documentation including Device Manuals, Warranties and Instructional guides on the different Medical Equipment.
- Carrying out maintenance, monitoring and repairs of the different device networks and systems and ensuring optimal performance.
- Develop and maintain excellent relationships with customers, ensuring a high level of customer satisfaction through escalations, proactive attitude and actions to monitor/optimize customer outcomes.
- As the team lead, facilitate the administrative duties in efficient running of the team.
Requirements:
- Have a Degree/ Diploma in Biomedical Engineering or equivalent.
- At least three years of experience in the medical diagnostics industry.
Who you are:
- Excellent written, oral, presentation, and interpersonal communication skills
- Self-starter can work well alone or in a team.
- Fast Learner and Ability to adapt quickly
- Ability to handle multiple projects and tasks efficiently
