产品临床专家岗位职责

亚太区域临床应用专家-SY产品(影像)西门子医疗系统西门子医疗系统有限公司,西门子医疗,西门子医疗系统,西门子职责描述:

Productapplicationservice,supportandmonitoring

Responsiblefor2ndlevelincidentsupport(and/or1stLevelincidentsupportforclinicalapplicationrelatedfunctions)bytelephone,ticketsystem,e-mailand/oronsitetolocalservicepersonal,mainlyintheresponsibletimezone.

Responsibility/Tasks:

1.Lead/participatetheintroductionofnewproductswithintheregion,ifrequestedanddemonstratehighdegreeofClinical/ScientificexpertiseforrelevantmodalityaspectsofdesignatedSiemensHealthcareproducts.

2.Receivetelephone,emailandGSMSnotificationandtakenecessaryactionbyusingproblemsolutiontechniques,settingprioritiesandasrequired,followthecomplainthandlingandescalationguidelineswithpromptattentiontointernalandexternalrequests,toescalateproblemstoHSC.

3.Analysisoftheincidentwithhelpofthelocalapplicationspersonnel,remotediagnostic,dataanalysisandtheknowledgedatabase.

4.TakenecessaryactionanddocumentitallintheServiceticketingsystemwiththenecessaryfollowupaction.

5.Responsibleforcustomersatisfactionofthemodality,demonstratingproactiveattitudeandactionstooptimizeperformanceandtheirperception(e.g.proactivecheckingofhigh"costinstruments"anddevelopingspecificactionplans).Developandmaintainrelationshipswithtopcustomersandopinionleaders.

6.StartescalationtotheCSHeadquarterSupportCenter(problemmanagement)withconsiderationoftheescalationguideline.

7.Onrequestofthelocalserviceorganizationperformon-sitesupport.

8.Documentationofthesolutionandproposenewcasestotheknowledgedatabase.

9.LeadregularregionalteleconferencesandregularlyparticipateinglobalorregionalconferencecallsandorExchange/Focusmeetings.ActivelytransferapplicationsknowledgeintoandaroundRSCsupportteamtokeepawell-balancedskillsprofilethusmaintainingahighqualityofservice.

10.AsrequiredandonbehalfofProductEducation,performInitialand/orAdvancedTrainingforCustomersand/orFieldApplicationspersonnelalikeonsiteandinformalclassroomsettings,andleadRegionalWorkshops.

11.ContributetoachievingtheMission,Values,andVisionofthecompany.MaintainatalltimesstrictcompliancetoethicalprinciplesandHealth,Safety,andQualitynormsofthecompany.

12.Proactiveandreactivecompilationandevaluationofstatisticsandissueofadequatereportsconcerningerrorsandproblemsinregardtotheapplicationssupportoftheproduct,withcorrespondinginteractionwithHQProductSupportforproductandsystemsimprovement.

Competence

•Experienceinsolvingcomplexproblemsbyusingstructuredsolvingmethods

•Verygoodclinicalworkflowknow-howforthecorrespondingmodality

•Goodinterpersonalskills,professionalattitude,excellentteamworkandorganizationalskills

•GoodtelephoneandEnglishcommunicationsskills,bothwrittenandoral

•abletoidentifyprioritiesandderive/decidethenecessaryactions

•KnowledgeofClinical/ScientificWorkflowwithinthecustomerenvironmentiscrucial

•Focusingonthecustomer’sperspectivewhensettingprioritiesandtakingaction;

•Implementingservicepracticesthatmeetthecustomers’andownorganization’sneeds

•Collaboratingeffectivelywithindividualswithdiversebackgrounds,cultures,styles,abilities,andmotivation

Education/Experience:

•>3years’experienceinApplicationsSupportenvironment,orasclinical/scientificapplicationsspecialistoncustomersystemsforrelevantmodality.

•Experienceinsolvingcomplexproblemsbyusingstructuredsolvingmethods.

•KnowledgeofClinical/ScientificWorkflowwithinthecustomerenvironmentiscrucial

•Aclinicaloruniversitydegreeindiagnostics/radiologyorequivalentinarelevantlifesciencesubject,orequivalenteducationandworkexperience