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Digital Service Engineer- Digital Services Operations

ConfidentialGurugram, Gurgaon / Gurugram, India

30+ days ago

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

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Skills Required

Project Management, Documentation, Digital Solutions

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Service Engineer • Gurugram, Gurgaon / Gurugram, India

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