Customer Service & Support

Simon Bown
Senior Service Engineer

Simon left school at 16 and started a four-year technician apprenticeship with GEC Measurements in Stafford, England.  Completing his apprenticeship with qualifications (an ONC and HNC) in Electrical and Electronic Engineering, he joined GEC Measurements in the Test Equipment Maintenance Department. He spent six and half years there honing his engineering skills before moving on to Radiometer where he now works as a senior service engineer.

Growing responsibilities

My job consists of the installation, routine maintenance, breakdown repair, and software upgrades of the full product range of blood gas analysers, transcutaneous monitors and our new bench-top immunoassay analyser.

As the job and product portfolio have developed, so have my responsibilities. I now have to maintain and upgrade Radiometer’s data management and analyser control software called ‘Radiance’ and also deliver training to customers, in close liaison with the relevant sales specialist.

A rewarding 22 years – and counting!

After 22 years I still find the job extremely rewarding. Throughout my time at Radiometer the role has evolved and been varied, with new products usually being introduced every three or four years. The introduction of the IT side of the job made a big difference, as did changes that required us to have a more active role in the sales process.

Developing close customer relations

As well as having a good working relationship with the whole team within Radiometer, I also work on and develop close relationships with customers on a daily basis. Here I am talking about the end users of the products -- nurses, doctors, consultants, department managers, medical engineers, pathology staff, IT staff and, at times, the supplies department.

No single day the same

One of the main things I like is that no single day is the same in this job, you get to see different customers every day and you can take responsibility for your own day-to-day planning. Since joining Radiometer I have also been fortunate to have some great colleagues with a good team ethic.

Obviously in this job you see some extremely poorly people and at times you have to put this to the back of your mind and stay focussed but it is rewarding to know that you are keeping critical medical equipment working which is ultimately leading to the care of these people.