Digital Service Engineer

Summary:
Digital Services Operations APAC is 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.
(Pre-)Sales Support
• 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
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
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.
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
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
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.
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

Fresenius Medical Care is the world’s leading provider of products and services for people with chronic kidney failure.

We care for hundreds of thousands of patients in our global network of dialysis clinics. At the same time, we operate production sites on all continents, to provide dialysis products such as dialysis machines, dialyzers and related disposables.

Patients with kidney disease can now look ahead with much more confidence thanks to our innovative technologies and treatment concepts. We give them a future, one that offers them the best-possible quality of life. We use the increasing demand for modern dialysis methods to our advantage and work consistently to enhance the company’s growth. As a vertically integrated company, we offer products and services for the entire dialysis value chain.

In Malaysia, Fresenius Medical Care has been providing dialysis products and life-saving therapies since 2000 with a simple yet powerful mission: To improve the quality of life for people living with chronic kidney disease. Our goal is to help people live the healthiest, fullest life possible with therapies and services that provide better treatment outcomes. Patients are supported by a dedicated team of clinic staff who supply an excellent level of care and attention. We offer a full range of hemodialysis machines, peritoneal dialysis systems, water treatment systems, dialysis consumables, medical treatment chairs and related products.