Job Level : JL-4
Job Title : Technical Support Lead
Years of Experience : 3+ years in the medical diagnostics
industry.
Reporting to : Head of Operations
About Ilara Health
Ilara Health is building a
tech-enabled primary care model for Africa by leveraging on existing,
hyper-fragmented care infrastructure. We partner with high potential healthcare
entrepreneurs running the 200,000+ primary care centers that deliver care to
hundreds of millions of patients across the continent each year, and equip them
with the physical and digital tools they need to provide better healthcare. Our
technology platform supports our clinician partners in delivering better care
to their patients as well as streamlining their clinic operations. Founded in
2019, we have partnered with over 1,300 independent clinics across Kenya
providing a direct pathway to over 3 million patients yearly.
The Technical Support Lead role
The Technical Support Lead
is responsible for Supporting Ilara Health Staff and Clients on Medical devices
and other technical work as may be required. This will include working on a cross
departmental coordination to make sure that all devices hardware and software
are working optimally and any faults are diagnosed and solved promptly.
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.
Qualifications
- 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
How to Apply
