Projects realizations and support commercialization of digital offerings.

(Pre-)Sales Support

Advising local/regional sales team on Digital Solutions applicable for customersProviding pre-tender/pre-sales input to sales team potentially including site visits with sales team to customersProviding input to tenders/sales offerings tailored to requesting customerDetermining required software/hardware configuration to ensure correct ordering of required articlesSupporting 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 teamsProviding project management for complex migration projects (e.g. TMan to TSS, or future software migrations)Product pilot projectsLeading project resourcesIndependently handle correspondence with customers and subsidiariesAdvising customer IT to ensure the customer IT infrastructure requirements fulfilledProviding detailed implementation project plan and discuss timing with local sales and/or customerPlanning and organizing end user application training with responsible application trainer

Project Execution

Install and configure digital solutions on customer systemsEnsuring full functionality by decent testing before taking digital solutions into productionFollow-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 companyCare of the ticket systemProblem solving of incidents remotely or on siteCollaborate with Application Specialist/Technical Operations in all MedTech/Digital Solutions mattersProcessing/coordination and forwarding of technical customer inquiriesProvision of error diagnostics and fault containmentIndependently handle correspondence with customers and subsidiariesCompliance with SLAsAdjustments and configurations of the software, hardware and medical devices

Business continuity:

Installation, update, upgrade, patching and configuration of Digital Solutions in the marketsMonitoring and following-up on open orders in the local organizationsTechnical elaboration and collaboration in the preparation of offersCoordination of suppliers with whom there is a dependency

General function related:

Provide input to the continuous improvement of processesProvide input to the improvement of support templatesActive use of support toolingCollaborate with and support the DSO Project Hubs in case of resource shortageProactive work planning: allocation and organization of own work planSetting own as well as working on defined priorities according to priority matrix in order to meet productivity, efficiency, quality and time standardsFollow all relevant FME policies, guidelines, manuals, and SOPs as updated from time to timeParticipation 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 changeAssist in creation of documentation and instructions (e.g. project related, best practices)Maintaining and expanding the knowledge baseRemote access management