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Global Support Specialist – 1 year Contract
Country:
Canada
Department: HealthCare
Job Code: W003-05
About the position and/or key tasks
The main focus of the Global Support
Specialist is to provide remote support for our client and OEM
(Original Equipment Manufacturer) support partners on mission
critical products and systems in the healthcare environment. A
commitment to customer service excellence while resolving product
issues with our service partners and clinical customers is a must.
Support provided must be a blend of high technical expertise and
understanding of the customer's system expectations. Support is
provided during normal business hours and by 24 X 7 pager coverage
shared within the GSN team.
Required qualifications
Role and Responsibilities:
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Conduct remote support and maintenance
activities in compliance with global quality procedures |
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Attend product training courses and
maintain an expert working knowledge of targeted products and
solutions |
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Conduct training programs |
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Establish and improve customer
relationships |
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Coordinate global interaction between
other GSN staff and third party vendors |
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Respond to situations where initial
product support has not isolated or resolved a customer concern
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Actively coordinate problem resolution |
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Identify service and support sales
opportunities |
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Extend knowledge through rotational
assignments |
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Examination, analysis and communication
of complex technical issues |
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Manage field testing activities for
sustaining engineering releases |
Key - relationships:
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Clients Global Support Network peers |
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Clients Regional Support Specialists |
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Clients Field Service Engineers |
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Customers |
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OEM Support Specialists |
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Project managers |
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Third party service providers |
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Sustaining Engineering Development |
Competencies (skills, knowledge,
behaviors):
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Technical skills: Intermediate or
Advanced knowledge of networking and operating systems (Unix and
Windows), databases (Oracle and SQL), remote connectivity, security
and image processing. Internal tools include Microsoft Office suite,
Lotus Notes, and Intranet based knowledge management. |
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Soft Skills: Excellent communication
skills. Able to work in a global environment – networking and
building relationships with personnel located around the world.
Customer focused (both internal and external). Good organizational
and time management skills. High adaptability to change. |
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Languages: Fluent in English (oral and
written), other languages are an advantage |
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Industry: Previous experience with HIS/RIS
systems, hospital workflow, digital imaging or archiving is
essential |
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Specific Skills / Other: Good
understanding of the Services business, product launch process, and
the healthcare environment. Must be eligible to travel. Must be
eligible to apply for customer initiated security clearances such as
the USA National Agency Check (NAC). |
To Apply, please submit your cover
letter and resume here. |
