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Field Service Support Specialist (Medical Imaging Devices)

Job details

Location: Singapore
Job Type: Permanent
Discipline:
Reference: HCLS/EP/FSSS/180718C
Posted: 4 months ago
Consultant: Ewen Poh
Consultant Email: email Ewen
Consultant Phone: +65 6950 0365

Job description

Our client is a leader in imaging diagnostics industry.

Responsibilities

  • Manage effective communication with users in relation to logged service requests

  • Manage effective communication with internal and external cross functional teams

  • Effectively utilise service tools for the logging, triage and classification of cases in line with published work instructions

  • Effectively utilise Proactive service tools to prevent incidents from occurring

  • Effectively utilise knowledge tools such as the Technical Publications, Configuration Management Systems and the Known Error Database in case diagnosis and resolution

  • Review all assigned cases to ensure quality data has been provided

  • Escalation of cases based upon the published technical processes and defined Operating Level Agreement

  • Monitoring of cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching and a case is unresolved

  • Negotiating and prioritising case load with the Service Delivery Manager and/or the support teams

  • Problem Management -Providing Root Cause Analysis for problems

  • Undertaking analysis of cases to identify recurring incidents and liaising with Incident management, Problem management and other functional groups to ensure permanent resolution to these incident types

  • Maintain ownership of Problems and Critical Incidents and interaction with the ASIA Incident Management team and Solutions group in critical case resolution

  • Adhering to CSH processes for Incident, Problem, Change and Release Management

  • Supporting reasonable on call responsibilities, including escalation support after hours

  • Ensuring all support documents are updated as required and manage appropriate sign off

  • Create Major Incident Reports for all Severity one incidents

  • Attend site Service meetings as per Service Level Agreement requirements

  • Participate in Project Teams as an active team member based on expertise

  • Attend and actively participate in Services team meeting

 

Requirements

  • Qualification

    • IT or business diploma or a minimum 3-4 years IT experience in a related field, ITIL Certification, Microsoft Certification (desired) Oracle Certification (desired)

  • General IT background – adequate technical background to understand basic workings and interactions between applications relevant to the area of healthcare IT expertise as utilized in large enterprises

    • Technical skills in Computing Hardware and Software installation and configuration

    • Technical skills in Microsoft, Veritas and Oracle software suites

    • Technical document writing ability

    • Awareness of radiological workflow

    • Customer Service acumen

  • Working knowledge of Healthcare IT services and applications and how they related to key business areas

    • Working knowledge of and experience with Problem and Change Management processes (highly desirable)

    • Previous Healthcare or PACS & RIS support (highly desirable)

    • Previous Customer facing experience in a complex and demanding service environment

    • Demonstrated communication skills at all levels including solution negotiation skills

    • Associated Project Management exposure

 

Only successful candidates will be notified.

To apply, please email your CV to ewenp@charterhouse.com.sg. If you would like further information, please contact Ewen Poh on +65 6435 5616 quoting HC&LS/FSSS/180718C

EA License no: 13C6338 l Registration no: R1105070

 

This job has expired!