Global Systems Specialist

Job Description

Unlock Global Opportunities: Join Us as a Systems Support Specialist! Are you an Application Support Specialist, Biomedical Scientist, Field Service Engineer, or experienced with Phadia Systems? Take your next career leap with us!

Global Services is the Centre of Excellence (CoE) based part of the IDD Service Organization (IDD Service) and with responsibility to support the whole IDD Service in:

• Global case support for escalated field issues to successfully solve them and support our Customer F1rst model.
• Communicate changes/releases of hardware, software, new products, processes, tools, and supporting documents (i.e. Service Bulletins) from CoE to IDD Service.
• Drive Design for Serviceability.
• Communicate and support the IDD Service needs/requests to various CoE Functions.
• Train IDD Service personnel (application specialists (AS) and field service engineers (FSE) on instruments, software, and tools.

MAIN TASKS

• Assume the role of the primary investigator, examining the root causes behind system breakdowns, workflow optimization, service advice, and result variations, with a commitment to delivering data-backed solutions.
• Deliver prompt and exceptional second-line support to address incoming issues efficiently, ensuring minimal disruption to operations.
• Facilitate streamlined problem-solving by dispatching incoming issues to our dedicated team of specialists, promoting efficient issue resolution.
• Identify and tackle the root causes of recurring problems, offering guidance on preventive measures to enhance system performance. Additionally, provide direct support for complex inquiries from customers, ensuring their needs are met effectively.
• Available for occasional on-site visits and customer support ensuring hands-on assistance and personalized solutions and advice
• Actively advocate for field proposals aimed at improving systems and introducing new features to our investigational tools. These proposals are formally reported and requested through the Change Requests (CR) process.
• Generate, publish, and distribute critical information via Service Bulletins to help address and resolve reactive issues promptly.
• Ensure that system documentation, support processes, are always up to date, including
  • Troubleshooting Guides, Check Lists, Operating procedures
  • Report and propose changes for Service Manuals, and User Manuals.
  • Customer support process from customer contact to CAPA process
  • Supporting tools (software) used for case investigations.
• Take on the responsibility of proposing and defining metrics) for Systems Support.
• Drive the development, implementation, improvement, automation, and visualization of the measurement of Systems Support to ensure support processes are continually refined and optimized.

• Secure that design, service, and application-related functionality is reported, registered, considered, and prioritized in new product development and Product Care activities/updates.
• Ensure that feedback related to design, service, and application functionalities is reported. Prioritize these aspects in new product development and Product Care activities/updates
• Improve customer experience by actively participating in project launches and market transitions. Provide valuable feedback on functionality and user-friendliness, helping to ensure that our products meet customer expectations.
• Collaborate and align with Sales, Global Marketing, Regulatory Affairs/Quality Assurance (RA/QA), and Research and Development (R&D to achieve high levels of customer satisfaction.
• Complaint Process Support: Act as a systems expert playing a pivotal role in the complaint process by offering guidance and assistance as needed.
  • Guide and train complaint investigators in various tools they require for logfiles analysis and optimal solutions.
  • Perform highly complex logfile analysis when necessary, providing your advanced analytical skills to resolve issues effectively.
• Join service and user group meetings, actively participating in discussions and initiatives.

Qualifications/Requirements FOR POSITION

A Bachelor’s degree or equivalent experience is strongly preferred in areas of Science, engineering, IT, or similar.

Qualifications/Requirements

• 5+ years’ experience in IVD industry, Field Service, Field Service, Technical Support, or in a Laboratory, with a track record of high customer satisfaction
• Excellent written and oral English communication skills.  Swedish is an advantage.
• Strong problem-solving and analytical skills
• Proficient in communication, documentation skills, and technical presentation skills.
• Able to work and excel in a matrix environment to build strong, positive relationships and provide effective mentorship
• Strong competency and an interest in continuous learning in the areas of Computers, Software, Methods, Immunology, Assay process, Chemistry, and function of our reagents.
• Thrives in a support environment with short delivery timelines
• Ability to operate autonomously and self-start in a fast-paced environment