Responsible for 2nd level incident support (and/or 1st Level incident support for IT Product technical service, support and monitoring.

Lead/participate the introduction of new products within the region,if requested and demonstrate high degree of Clinical/Scientific expertise for relevant modality aspects of designated products.

Receive telephone, email and GSMS notification and take necessary action by using problem solution techniques, setting priorities and as required, follow the complaint handling and escalation guidelines with prompt attention to internal and external requests, to escalate problems to HSC.

Analysis of the incident with help of the local applications personnel, remote diagnostic, data analysis and the knowledge database take necessary action and document it all in the Service ticketing system with the necessary follow up action

Responsible for customer satisfaction of the modality, demonstrating proactive attitude and actions to optimize performance and their perception (e.g. proactive checking of high "cost instruments" and developing specific action plans). Develop and maintain relationships with top customers and opinion leaders.

Start escalation to the CS Headquarter Support Center (problem management) with consideration of the escalation guideline on request of the local service organisation perform on-site support documentation of the solution and propose new cases to the knowledge database.

Lead regular regional teleconferences and regularly participate in global or regional conference calls and or Exchange/ Focus meetings. Actively transfer applications knowledge into and around RSC support team to keep a well-balanced skills profile thus maintaining a high quality of service

As required and on behalf of Product Education, perform Initial and/or Advanced Training for Customers and/or Field Applications personnel alike on site and in formal classroom settings, and lead Regional Workshops.

Contribute to achieving the Mission, Values, and Vision of the company. Maintain at all times strict compliance to ethical principles and Health, Safety, and Quality norms of the company.

Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems in regard to the applications support of the product, with corresponding interaction with HQ Product Support for product and systems improvement

Work with Country Service Managers on overall FAS performance in order to help in coaching and training development opportunities.

NO.40004492