Technical Support Lead Job in Kenya

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Technical Support Lead Job in Kenya

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

Apply for the job here

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