Maintenance Service tasks done independently.

Customer Service Support

Provide Support for digital Solutions offered to customers.

Follow processes and work instructions to manage the tickets in the ticket system

Problem solving of incidents remotely or on site (as requested)

Processing coordination and forwarding of technical customer inquiries.

Installation, update, upgrade, patching and configuration of Digital Solutions

Technical elaboration and collaboration in the preparation of offers.

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

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

New business service tasks guided/supported by FME senior member.

Provide (Pre)Sales support

Facilitate the technical support and activities in pre-sales meeting with customers, local sales and FME senior members.

Support pre-tender pre-sales input to sales team potentially including site visits with sales team to customers.

Act as local technical member to visits customers as needed.

Project Management

Providing project management for implementation projects at customer site

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.

Project Execution

Install and configure digital solutions on customer environment.

Ensuring full functionality by testing before taking digital solutions into production

Follow-up on open topics after project closure

Technical Requirements

General up-to-date knowledge about IT and digitalization

Experience of SQL Server and network configuration & trouble shooting skills

Experience of IT service operation management, incl. incident/problem management, change management, complaint management, release management and configuration management.

Knowledge of information system, connectivity, networking, cloud technologies, mobile technologies and applications

ITIL basic knowledge

Good communication skills in local culture and international context in English.

Ability to travel as required.

Flexibility to working hours in urgent and prioritized cases.