Digital Service Engineer- Digital Services Operations

3 days ago

Gurgaon, Haryana, India Fresenius Medical Care Full time ₹ 5,00,000 - ₹ 12,00,000 per year

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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