Vision RT Ltd

Support Engineer

• Provide remote phone and technical support to Vision RT customers as the first point of contact
• Take ownership of customer technical issues from intake through resolution within agreed service levels
• Manage AWS call center duties, including call flow, prioritization, and professional customer communication
• Provide remote technical support and escalation assistance to Field Service Engineers and clinical teams
• Troubleshoot software, hardware, and system issues using approved remote support tools
• Escalate unresolved or complex issues to appropriate internal teams (e.g., senior TSEs and supervisor)
• Coordinate parts requests and liaise with regional service teams to facilitate onsite interventions when required
• Manage service tickets in the CRM/ticketing system, ensuring accurate documentation and timely closure
• Perform licensing activities for software modules and support remote work orders as needed
• Ensure timely and proactive communication with customers and internal stakeholders throughout the service lifecycle
• Support remote resolution of complaints, NCPs, and CAPAs in accordance with quality requirements
• Adhere to Vision RT’s Quality Management System, ensuring service activities meet documentation and compliance standards
• Participate in required office, onsite, and product training to maintain and develop technical competency

Technical Support Engineer I

Administration

• Prepare, organize, and upload all administrative documents for public tenders, ensuring accuracy and compliance with Spanish procurement rules.
• Manage submissions across regional and national procurement platforms (including ROLECE where applicable).
• Track tender timelines (deadlines, clarifications, publication and award notices) and coordinate internal inputs to ensure on‑time submissions.
• Maintain up‑to‑date solvency, legal, and administrative documentation (certificates, affidavits, registrations).
• Generate, validate, and send electronic invoices (including partial payments and corrections), and track invoice/payment status with hospital finance departments.
• Maintain documentation for contracts, annexes, and pricing forms; ensure full contract lifecycle follow‑up.
• Monitor contract expiry dates and proactively prepare renewals, extensions, or required administrative actions.
• Manage digital certificates for institutional platforms; monitor expirations and renewals to guarantee business continuity.
• Coordinate documentation for audits, quality reviews, and compliance checks, ensuring records meet public‑sector standards.
• Ensure PRL/HSSE documentation and other mandatory compliance evidence are up to date and accessible.
• Collaborate closely with Sales and Clinical Applications teams to gather, validate, and format inputs for tenders and contracts.
• Coordinate with Field Service Engineers (FSEs) when administrative support is required (e.g., service visit documentation, contract references, platform access, or hospital‑requested paperwork).
• Maintain a structured digital and physical filing system (SharePoint/OneDrive), ensuring version control, traceability, and audit readiness for contracts, invoices, tenders, certificates, and corporate documents.
• Produce periodic reports and trackers on tender activity, invoicing status, compliance exposure, contract expiry calendars, and administrative risks.
• Support management with summaries, dashboards, and data integrity checks for informed decision‑making.
• Provide day‑to‑day administrative support essential to the operation of Vision RT SGRT España.
• Contribute to continuous improvement of workflows, templates, and checklists to increase reliability and speed.

Bids & Tenders Administrator

Field Engineer

• Install, support, and maintain Vision RT product range
• Perform site surveys ensuring all aspects of installation requirements are met in line with Vision RT processes and procedures
• Provide reactive breakdown support (remote and on site)
• Provide planned maintenance/ upgrade support (remote and on site)
• Plan and perform installations in line with Vision RT installation processes & procedures
• Liaise with customers and our installers
• Travelling to different hospitals throughout in the region, with occasional responsibilities in other parts of the state on an ad hoc basis, and periodic travel to other states to provide coverage during PTO and similar needs.

Field Service Engineer

Manager

• Lead day‑to‑day Field Service operations within the assigned region, providing ongoing performance management, coaching, and mentoring to the Field Service team.
• Ensure all service activities are documented accurately and consistently in accordance with Vision RT policies, procedures, and service metrics.
• Lead local change initiatives by coaching and training the team on new procedures, tools, and policies.
• Actively participate in leadership strategy discussions, providing employee- and customer-focused input and solutions.
• Partner with the Regional Scheduling Coordinator to ensure effective planning and execution of installations, upgrades, surveys, and break-fix activities, with a focus on achieving the “perfect install.”
• Optimize engineer utilization through effective planning, prioritization, and allocation of resources.
• Proactively communicate with customers and internal stakeholders, including Sales and Clinical Applications, to manage expectations and resolve issues.
• Oversee large or complex projects involving multiple vendors, attending on site as required to ensure successful delivery.
• Build strong working relationships with engineers, third‑party vendors, and subcontractors to support efficient service delivery.
• Oversee helpdesk operations, including ticket assignment, prioritization, escalation, accuracy, and timely closure.
• Ensure completion of all required administrative tasks and maintain accountability for regional service KPIs and metrics.
• Manage regional service coverage, including daily phone support, scheduled service capacity, and contingency planning.
• Perform additional service‑related duties and projects as assigned by management.
• Operate in full compliance with Vision RT’s Quality Management System.

Regional Service Manager

• Lead day‑to‑day Field Service operations within the assigned region
• Ensure all service activities are documented accurately and consistently
• Lead local change initiatives by coaching and training the team on new procedures
• Actively participate in leadership strategy discussions
• Partner with the Regional Scheduling Coordinator to ensure effective planning
• Optimize engineer utilization through effective planning
• Proactively communicate with customers and internal stakeholders
• Oversee large or complex projects involving multiple vendors
• Build strong working relationships with engineers, third‑party vendors, and subcontractors
• Oversee helpdesk operations
• Ensure completion of all required administrative tasks
• Manage regional service coverage
• Perform additional service‑related duties and projects as assigned

Regional Service Manager – MidWest

• Lead day‑to‑day Field Service operations within the assigned region, providing ongoing performance management, coaching, and mentoring to the Field Service team.
• Ensure all service activities are documented accurately and consistently in accordance with Vision RT policies, procedures, and service metrics.
• Lead local change initiatives by coaching and training the team on new procedures, tools, and policies.
• Actively participate in leadership strategy discussions, providing employee‑ and customer‑focused input and solutions.
• Partner with the Regional Scheduling Coordinator to ensure effective planning and execution of installations, upgrades, surveys, and break‑fix activities, with a focus on achieving the “perfect install.”
• Optimize engineer utilization through effective planning, prioritization, and allocation of resources.
• Proactively communicate with customers and internal stakeholders, including Sales and Clinical Applications, to manage expectations and resolve issues.
• Oversee large or complex projects involving multiple vendors, attending on site as required to ensure successful delivery.
• Build strong working relationships with engineers, third‑party vendors, and subcontractors to support efficient service delivery.
• Oversee helpdesk operations, including ticket assignment, prioritization, escalation, accuracy, and timely closure.
• Ensure completion of all required administrative tasks and maintain accountability for regional service KPIs and metrics.
• Manage regional service coverage, including daily phone support, scheduled service capacity, and contingency planning.
• Perform additional service‑related duties and projects as assigned by management.
• Operate in full compliance with Vision RT’s Quality Management System.

Technical Support Engineer I

Bids & Tenders Administrator

Field Service Engineer

Regional Service Manager

Regional Service Manager – MidWest

Regional Service Manager – NorthEast