Executive recruitment company Monroe Consulting Group is recruiting on behalf of a leading multinational healthcare company. Our client is seeking a Digital Service Specialist to join their dynamic team. The ideal candidate will support digital service solutions, manage project implementation, and provide post-project support to ensure optimal customer satisfaction.
Key Responsibilities
(Pre-) Sales Support
- Advise local and regional sales teams on digital solutions tailored to customer needs.
- Provide pre-sales support, including site visits and tender contributions.
- Define software and hardware configurations for accurate ordering.
- Promote and sell digital maintenance services in collaboration with commercial partners.
Project Management
- Oversee customer implementation projects, coordinating with engineering and technical teams.
Project Execution
- Install and configure digital solutions on customer systems.
- Conduct testing to ensure full functionality before production deployment.
- Address open issues and ensure proper project closure.
Post-Project Support and Incident Management
- Offer ongoing support to customers, resolving incidents remotely or on-site.
Support Responsibilities
- Provide 1st Level MedTech Remote Support for all digital solutions.
- Manage the ticketing system and collaborate with specialists to resolve issues.
- Perform error diagnostics and implement fault containment measures.
- Ensure compliance with service-level agreements (SLAs).
Business Continuity
- Manage installations, updates, upgrades, and configurations of digital solutions.
- Monitor and follow up on open orders within local organizations.
- Provide technical input for customer offers.
General Function-Related Responsibilities
- Propose and implement process improvements.
- Assist in resource planning during project hub shortages.
- Adhere to company policies, guidelines, and standard operating procedures (SOPs).
- Participate in product certification training and updates.
Documentation
- Maintain detailed documentation of work in compliance with medical device regulations.
- Record change requests and assist in creating project-related documentation and best practices.
Key Requirements
- Education: Bachelor's degree in Information Technology, Computer Science, Electronic Engineering, or related fields.
- Experience: 3-5+ years of work experience.
- Customer Service: 1-3+ years of direct customer service experience.
- Project Management: 1-2+ years of engineering project management experience.
- Cross-Functional Experience: Proven ability to work across different functions, sites, and cultures.
