Software Engineer

You are accountable for Care Enablement digital products services to customers in region, and be a reliable partner to create values with professional digital services and operations:

• Provide technical expertise to help business development and growth with CE digital solutions by providing value-added supports. Support digital solutions adoption for business growth.
• Execute engineering projects to deploy the solutions efficiently and provides customers with professional digital services in daily operations.
• Assist in identifying unmet digital needs and new opportunities and generate insights of services for potential enhancements.

Accountabilities:

Projects realizations and support commercialization of digital offerings.

• Advising local/regional sales team on Digital Solutions applicable for customers
• Providing pre-tender/pre-sales input to sales team potentially including site visits with sales team to customers
• Providing input to tenders/sales offerings tailored to requesting customer
• Determining required software/hardware configuration to ensure correct ordering of required articles
• Supporting to promote and sell the maintenance digital services with commercial partners

2. Project Management

• Providing project management for implementation projects at customers including coordination with Support Engineering and Technical Operations teams
• Providing project management for complex migration projects (e.g. TMan to TSS, or future software migrations)
• Product pilot projects
• Leading project resources
• Independently handle correspondence with customers and subsidiaries
• Advising customer IT to ensure the customer IT infrastructure requirements fulfilled
• Providing detailed implementation project plan and discuss timing with local sales and/or customer
• Planning and organizing end user application training with responsible application trainer

3. Project Execution

• Install and configure digital solutions on customer systems
• Ensuring full functionality by decent testing before taking digital solutions into production
• Follow-up on open topics after project closure
• Supporting customers after project implementation and incidents management.

4. Support:

• 1st Level MedTech Remote Support for all Digital Solutions offered by the company
• Care of the ticket system
• Problem solving of incidents remotely or on site
• Collaborate with Application Specialist/Technical Operations in all MedTech/Digital Solutions matters
• Processing/coordination and forwarding of technical customer inquiries
• Provision of error diagnostics and fault containment
• Independently handle correspondence with customers and subsidiaries
• Compliance with SLAs
• Adjustments and configurations of the software, hardware and medical devices

5. Business continuity:

• Installation, update, upgrade, patching and configuration of Digital Solutions in the markets
• Monitoring and following-up on open orders in the local organizations
• Technical elaboration and collaboration in the preparation of offers
• Coordination of suppliers with whom there is a dependency

6. General function related:

• Provide input to the continuous improvement of processes
• Provide input to the improvement of support templates
• Active use of support tooling
• Collaborate with and support the DSO Project Hubs in case of resource shortage
• Proactive work planning: allocation and organization of own work plan
• Setting own as well as working on defined priorities according to priority matrix in order to meet productivity, efficiency, quality and time standards
• Follow all relevant FME policies, guidelines, manuals, and SOPs as updated from time to time
• Participation in relevant product certification training and update courses in FME.
• Provide technical insights from customer feedback, marketing dynamics and competitions.

7. Documentation

• Complete documentation of the executed work in accordance with the Medical Device Regulation and Standard Operating Procedures (SOPs) in all required systems (e.g. ticketing system, system for medical device registration)
• Documentation of requests for change
• Assist in creation of documentation and instructions (e.g. project related, best practices)
• Maintaining and expanding the knowledge base
• Remote access management

Requirements:

• Bachelor's Degree with 3 to 5 years working experience.
• Good exposure of direct customers services and technical project management experience
• Good programming skills.
• Strong IT user skills (MS Office, SAP, Intranet, MS OS, MS SharePoint, MS Server OS, MS SQL Server, Cyber Security, O365, PowerPoint, etc.).
• Experience of IT service operation management, incl. incident/problem management, change management, complaint management, release management and configuration management.
• Good experience of common digital and information systems in clinic/hospital context (e.g. HIS, LIS, PACS, etc.)
• Knowledge of information system, connectivity, networking, cloud technologies, mobile technologies and applications
• Knowledge of communication protocols, e.g. HL7, TCP/IP, etc.
• General up-to-date knowledge about IT and digitalization