Application Support

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.
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.

**About Virtusa**

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.