Technical Services Specialist

4 days ago

Midrand, Gauteng, South Africa ITH Icoserve Full time

We are a team of experts at ITH Icoserve, dedicated to pioneering breakthroughs in healthcare. Our inspiring and caring environment forms a global community that celebrates diversity and individuality.

As an Application Services Engineer Invitro with us, you will be responsible for delivering exceptional support to customers across the Gauteng region, working closely with Customer Care Centers to resolve customer events efficiently.

Your key responsibilities will include configuring software applications to meet customer needs, acting as an interface between customers and providers to solve problems and enhance applications, and providing comprehensive training to ensure optimal utilization of our solutions.

You will also be expected to develop strong relationships with customers, install and configure systems with high quality standards, update system software according to deadlines, and contribute to creating a motivated atmosphere through teamwork and effective communication.

If you possess a medical technologist diploma or equivalent, have ± 3 years' experience in a diagnostic medical laboratory environment, and are willing to travel and work after hours, we encourage you to apply for this exciting opportunity.

The successful candidate will possess extensive knowledge of Excel, diagnostic systems, reagents, PC systems, operating systems, network engineering, interface engineering, basic medical knowledge, and coagulation/haematology experience is necessary.

This role provides support mainly for the Gauteng region, however, you may be required to support other regions and countries.

Key Responsibilities:
  • Support customers in using (software) applications and solutions to the optimum extend.
  • Provide comprehensive training for using applications and solution focused on specific customer demand.
  • Configure software applications to meet customer needs.
  • Act as an interface between customer and provider of application to solve customer problems and enhance the application with new features.
  • Delivery of Application Training and Application Support for Sales, Installation, and Service is the primary role responsibility to ensure customer satisfaction.
  • Work with the Customer Care Center, taking ownership of customer applications and systems events, to plan and finish actions that will result in the most effective resolution of customer events in a timely, efficient, and productive manner.
  • Responsible for customer satisfaction at assigned systems, demonstrating proactive attitude and actions to optimize their performance and image.
  • Develop and maintain relationships with customers.
  • Install and configure systems, working with Customer Service Engineers and Sales to train customers, all with highest quality standards and meeting timelines.
  • Update system software in accordance with deadlines set by the company. Inform customers of the advantages to be gained by the update and organize training if necessary.
  • Contribute to creating a motivated, positive, and communicative atmosphere, with tight teamwork with all other colleagues and departments. Communicate commercial information and opportunities closely with Sales.
  • In major cases, act as a Sales Representative and provide product demonstrations, to support the achievements of the annual sales plan.
  • Develop the Siemens Healthineers brand image, always projecting an image of professionalism and competence.
  • Discuss with customers actions taken to resolve events and explain any further actions that may be required.
  • Use good judgement to decide when to investigate the escalation process to resolve a customer event.
  • Work within deadlines to prepare information for management and colleagues when requested.
  • Inform service management or team leader of situations where customer satisfaction is compromised or contractual obligations are unlikely to be met.
  • Responsible for the complete and correct use of the complaint handling software defined by the company and strict compliance to quality procedures and work instructions.
  • Contribute to achieving the Mission, Values, and Vision of the company. Always maintain strict compliance to ethical principles and Health, Safety, and Quality norms of the company.

We offer a dynamic and inclusive work environment that values diversity and encourages growth.

If you are passionate about delivering exceptional customer experiences and making a meaningful impact in healthcare, please submit your application for this exciting opportunity.

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