Job Description
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
