(Sr.) Digital Service Engineer, Digital Services Operations

Projects realizations and support commercialization of digital offerings.

(Pre-)Sales Support

• Advising local/regional sales team on Digital Solutions applicable for customers
• Providing pre-tender/pre-sales input to sales team potentially including site visits with sales team to customers
• Providing input to tenders/sales offerings tailored to requesting customer
• Determining required software/hardware configuration to ensure correct ordering of required articles
• Supporting to promote and sell the maintenance digital services with commercial partners

Project Management

• Providing project management for implementation projects at customers including coordination with Support Engineering and Technical Operations teams
• Providing project management for complex migration projects (e.g. TMan to TSS, or future software migrations)
• Product pilot projects
• Leading project resources
• Independently handle correspondence with customers and subsidiaries
• Advising customer IT to ensure the customer IT infrastructure requirements fulfilled
• Providing detailed implementation project plan and discuss timing with local sales and/or customer
• Planning and organizing end user application training with responsible application trainer

Project Execution

• Install and configure digital solutions on customer systems
• Ensuring full functionality by decent testing before taking digital solutions into production
• Follow-up on open topics after project closure

Supporting customers after project implementation and incidents management.

Support:

• 1st Level MedTech Remote Support for all Digital Solutions offered by the company
• Care of the ticket system
• Problem solving of incidents remotely or on site
• Collaborate with Application Specialist/Technical Operations in all MedTech/Digital Solutions matters
• Processing/coordination and forwarding of technical customer inquiries
• Provision of error diagnostics and fault containment
• Independently handle correspondence with customers and subsidiaries
• Compliance with SLAs
• Adjustments and configurations of the software, hardware and medical devices

Business continuity:

• Installation, update, upgrade, patching and configuration of Digital Solutions in the markets
• Monitoring and following-up on open orders in the local organizations
• Technical elaboration and collaboration in the preparation of offers
• Coordination of suppliers with whom there is a dependency

General function related:

• Provide input to the continuous improvement of processes
• Provide input to the improvement of support templates
• Active use of support tooling
• Collaborate with and support the DSO Project Hubs in case of resource shortage
• Proactive work planning: allocation and organization of own work plan
• Setting own as well as working on defined priorities according to priority matrix in order to meet productivity, efficiency, quality and time standards
• Follow all relevant FME policies, guidelines, manuals, and SOPs as updated from time to time
• Participation in relevant product certification training and update courses in FME.
• Provide technical insights from customer feedback, marketing dynamics and competitions.

Documentation

• Complete documentation of the executed work in accordance with the Medical Device Regulation and Standard Operating Procedures (SOPs) in all required systems (e.g. ticketing system, system for medical device registration)
• Documentation of requests for change
• Assist in creation of documentation and instructions (e.g. project related, best practices)
• Maintaining and expanding the knowledge base
• Remote access management