Job Summary (Main responsibilities):

非内部IT职位，提供医院软件系统的故障处理，整合与调试的远程在线支持服务。英文需流利。

This position primarily provides the remote support requirements of the HealthCare Division, to ensure achievement of customer satisfaction and to drive efficient service delivery. The role includes diagnostic analysis & escalation management, as well as some onsite support of systems to resolve ongoing issues or to assist with first time upgrades or installations. Flexible working hours are necessary, with weekend shifts & some after hours efforts required to carry out service/support work and to deliver the provision of a continuous ‘follow the sun’ service in conjunction with other global teams.

Key Responsibilities:

Manage Remote Support calls for Agfa HealthCare customers

Provide support to ASPAC service teams with new product installations, integration, & upgrade support of Agfa HealthCare systems

Attend product training courses and maintain an expert working knowledge of targeted products

Occasionally travel throughout the region as directed, when needed to carry out duties

Participate and liaise with Regional Service teams

Conduct training programs on specified products using specialist knowledge to ensure that attendees are competent and confident

Manage Customer relationships to deliver excellence in customer satisfaction

Build relationships with local & global teams

Identify & communicate opportunities for process improvement within the Global Support organization

Maintain and use support tools

Follow local and global quality assurance and work instructions including strict adherence to Security policies, Guidelines and Global Support methodologies, processes and KPI’s

Liaise with FSE’s, Sales Managers and Customers to ensure all parties are informed of issue resolution or escalation and manage call queues on specialised product/s

Participate in Follow-the-Sun operations of the Global Support Network organization

Key relationships

Customers

ASN/GSN team members

Sales teams

Field Service Engineers

Other Global service team members

Customer Call Centre

Project Managers

OEM Support groups,

Third party service providers

Marketing Managers

Applications teams

What success will look like in 2 years (performance measures):

Consistent delivery of performance KPI’s ensuring customer satisfaction

Development and delivery of high quality classroom training courses

High competency levels in product specialisations

Positive relationships built with all key contacts

Agfa HealthCare Service to be recognised as an industry leader in service delivery

Required competencies & skills

Strong interpersonal skills and customer service focus

Excellent communication skills (verbal and written)

Positive attitude, proactive, self starter, action and results oriented

Continuous learning orientation; keeps abreast of new and emerging technologies and markets

Expert IT knowledge (Networks, UNIX / Win NT, Applications & Database management.)

Product, Customer and Team orientated

Fluency in both written & spoken English, Mandarin and any other Asian language desirable.

Required qualifications & years/type of experience

Tertiary qualifications in Computer Science or Electronics / Telecoms Engineering

Minimum of 3 years remote & hands-on support, maintenance, administration & implementation of integrated digital solutions, electronic & electro-mechanical hardware in a networked environment

上班地址：南京西路388号仙乐斯广场15楼