Position Summary: As a member of the EMEA service technical support team, the primary function and responsibility of this role is to support pump service for ICU Medical devices, initially focusing on the Legacy Smiths Medical device range. This role will report to the Service Technical Support Supervisor for DX & Engineering Service Technical Support. This role includes cross-functional responsibilities including direct interaction with different service locations (ICU Medical and Distributors), FSE’s, and interacting and working with Country Commercial teams. The nature of the role will require travel to country locations as required. Tasks: Support field repair and service activities in your region to ensure they are carried out in compliance with regulatory and quality requirements, including reporting on the activities as required i.e. spare parts ordering, keying, equipment, scheduling, LBE, any metrics etc. Provide device service technical support to your regions customers, commercial personnel and service customer support personnel which includes answering queries in emails and calls in a prompt manner following approved documentation and recording these queries on Oracle Service Cloud (OSC). Check Oracle Service Cloud (OSC) continually for tickets relevant for your region, reviewing the tickets and replying to the ticket in a timely manner. Provide device service support to your region at customer locations as required. Provide necessary training within the specified timeframe to service personnel and customers on device service and service activities using approved documentation. Proactively update the DSORs in relation to install base data on devices and reporting on say install base as required. Be the “voice of service” on devices in your region in relation to any changes on the service process as required. Actively look for improvements and enhancements to the service process and implement them with global service, Quality and ICU Medical personnel these improvements. Identify quality compliance gaps and work with ICU Medical personnel, global service and Quality to fix these gaps. Liaise with other departments and external contacts in your region to ensure operation targets are being met in an efficient manner. Support the introduction of the service element of new products / product transfers within your region. Support service changes to the devices and communicating and training the different teams to ensure they are implemented correctly and on time. Perform adhoc service activities. Work on special projects as assigned. Skills: Preferred is a Bachelors Degree qualification in Engineering/Manufacturing/Electronic or related discipline. Minimum 5 years in a similar environment. Be proficient in English and German. Must be at least 18 years of age. Excellent organizational and communication skills. Essential to have an ability to work through issues/tasks on their own and in a team and complete tasks/actions on time with minimum supervision. Be able to track their own work and their teams work and attend meetings on the status of those actions. Excellent computer skills especially Microsoft excel & word. Can work to high Quality standards and push for quality compliance as they work. Can work with receiving general direction weekly, expected to be proactive in their work and work with the required groups to get issues/questions resolved in a timely manner and in full. Can work to a financial budget and adjust as required. Work Environment This is largely a sedentary role This job operates in a professional office environment/home office and routinely uses standard office equipment Typically requires travel 15%-20% of the time