about the company
Our client, a leading medical devices company focus in treatment for oncology is looking for a Technical Support Specialist to join their team.
about the job
...
- Covering phone calls from customers, business units and distributors seeking product support when level 1 & 2 specialists are unavailable.
- Receive and own cases from level 2 specialists, FSEs and distributors
- Troubleshoot product issues in a live clinical environment
- Prioritize activities to ensure clinical system down problems receive immediate attention
- Clearly document all support activities in line with company policies and procedures.
- Resolve and/or escalate cases as required.
- Attend internal and external training as required. Demonstrate knowledge and skills obtained from training.
- Visit customer sites to investigate and resolve product issues
- Mentor level 1 & 2 specialists. Provide direct SME support to Level 1 & 2 specialists in APAC.
- Work directly with hot sites to ensure their immediate service support needs are met.
- Identify product issue trends and alert management.
- Identify and implement proactive solutions to improve the customer experience with company products and supports.
- Propose solutions to improve support processes management.
- Writes and delivers Knowledge Articles (KA’s) and assists with Field Change Orders (FCOs) creation to distribute new technical information to the field.
- Utilize product knowledge to support the rollout of new products and features to ensure all regional service teams have sufficient knowledge
- Develop skills to become a Subject Matter Expert in a relevant specific area
- Develop and deliver Under the Hood internally and to external customers.
- Develop and deliver education to upskill internal staff and/or customers.
- Be a subject matter expert in MOSAIQ plaza products
- Be a subject matter expert in MOSAIQ Medical Oncology
- Be a subject matter expert in MOSAIQ application front end
- Support cross functions in the region and potentially participate in sales activities
- Develop knowledge of all company products
- Prioritize and manage cases in an efficient and professional manner.
- Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution.
- Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the implications and timescales involved before the work commences and throughout the case lifecycle
- Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time.
- Ensuring that all interested parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place.
- Documenting and having that work accepted by the customer before leaving the site or closing the case.
- Utilize suitable remote support tools to resolve issues remotely, in line with agreed targets.
- Utilize remote and Business Intelligent tools to identify issues proactively, in line with agreed targets
- Out of hours/bank holiday support
- Represent ECSC at internal and external meetings as required
- Involvement with global company technical groups on R&D projects, ensuring ECSC requirements are captured
- Responsibility for leading small service projects for RAP Education and Training, company support
- Travel up to 40%. Be flexible to travel at short notice
about the manager/team
Reporting to the Technical Support Manager, you will be working closely with the sales team, internal and external stakeholders.
Skills & Experience Required
- Minimum of 2 years experience as level 2 support specialist
- Ability to solve complex product issues
- Ability to mentor and pass on knowledge
- Ability to train internally and externally
- Existing knowledge in MOSAIQ plaza products with SmartClinic as the most desirable
- Expert in Medical Oncology
- Expert in MOSAIQ application front end and MOSAIQ workflows
- Identifying any necessary training requirements and escalating these to management as needed.
- Excellent verbal and written communication skills
- Ability to effectively interact with customers and colleagues
- Ability to work in a team environment
- Flexible and accommodating approach
- Can demonstrate outstanding customer care skills
- Flexible with working hours in time zones within the APAC region
To apply online please use the 'apply' function, alternatively you may contact Adeline Cheow at 65107401. Do note that only shortlisted candidates will be notified.
(EA: 94C3609/ R1765444 )
Applicants must be fully vaccinated or have a valid exemption in accordance with MOM’s regulations to allow them to enter the workplace. Applicants may be required to share verifiable COVID-19 vaccination documents or proof of a valid exemption at the point of offer. Randstad Pte. Limited and/or the Client reserves the right to withdraw an offer if the applicant fails to provide verifiable COVID-19 vaccination and/or proof of exemption documents.