Customer Support Specialist - Oxford based

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Job Details

The Customer Onsite Support Specialist supports patient safety at the customer site and acts as the interface between Haemonetics and the customer team. The role ensures that the BloodTrack system is deployed and functioning optimally, that issues are resolved promptly, and that service improvements are communicated, agreed and actioned appropriately.

Key Responsibilities

• Maintain the optimal functionality of the BloodTrack system, ensuring that hardware and software issues are identified, accurately diagnosed, recorded and actively resolved.
• Monitor the onsite helpdesk support line and voicemail, responding to requests by telephone, remotely or through an onsite visit, as appropriate.
• Check system activity and equipment reports, follow up overdue actions, and investigate tests or activities that have not transferred correctly to BloodTrack Manager.
• Work closely with clinical users, laboratory teams, hospital IT and other departments, third-party partners and Haemonetics colleagues to resolve concerns and minimise downtime.
• Conduct scheduled reviews and rolling preventative maintenance of PDAs, printers, blood fridges and other relevant devices, maintaining accurate maintenance and asset records.
• Process faulty devices, coordinate third-party repair and collection, receive and configure replacement equipment, and maintain appropriate levels of spare equipment.
• Maintain accurate helpdesk, asset, location and KPI records, including logging calls and issues and keeping system naming and device profiles current.
• Prepare and deliver regular reports, including monthly KPI reporting, and identify opportunities to improve system utilisation and service delivery.
• Develop and maintain troubleshooting guides and other practical support materials for equipment and system issues.

Training & Clinical Support

• Deliver operational BloodTrack Tx, blood fridge and remote issue training, including competency assessments, for relevant customer staff such as nurses, doctors, porters and agency colleagues.
• Support group training and educational events, including medical staff inductions, study days and link nurse sessions.
• Provide ward-based coaching and use onsite visits to reinforce good practice.
• Deliver train-the-trainer sessions and advanced troubleshooting and hardware maintenance training for link nurses.
• Maintain training databases and ensure training equipment and approved materials are available when required.
• Create and update training slides, supporting documentation, posters, memos and other educational tools with customer input and approval.
• Keep clinical training materials aligned with current hardware and software, including up-to-date screenshots and clearly illustrated safety-critical steps.

Education and Experience Requirements

• Relevant professional background as a Biomedical Scientist, Pathology IT specialist, laboratory professional or Transfusion Practitioner.
• At least 5 years of experience in a nursing or clinical environment, with experience using clinical software applications.
• Clinical knowledge and practical experience sufficient to understand the context in which the products are used.
• Previous experience delivering training, coaching or competency assessments, ideally within a clinical or healthcare environment.
• Strong written and verbal communication skills, with attentive listening and the ability to adapt to clinical and technical audiences.
• Excellent organisation and the ability to manage multiple priorities simultaneously.
• A high level of accuracy, including when working under pressure, and the ability to maintain confidential information.
• Sound judgement, practical decision-making and a proactive approach to resolving issues.
• Ability to build effective customer relationships and collaborate across clinical, technical and commercial stakeholders.
• A service-focused mindset and determination to deliver reliable support in a patient-safety-critical environment.
• Full driving license.

Working Arrangements

• This position is based at the customer site in Oxford, United Kingdom.
• Onsite presence is required five days per week.
• Standard working hours are 9:00 am to 5:00 pm.

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