It & Applications On-Site Support Engineer - Located In Tenerife

hace 4 semanas


Santa Cruz de Tenerife, España F. Hoffmann-La Roche Ag A tiempo completo

.IT & Applications On-Site Support Engineer - located in TENERIFE Misión Prestar un servicio científico/técnico de alta calidad a los sistemas y soluciones instalados en el cliente, centrado en la interoperabilidad entre sistemas y redes de nuestros clientes con nuestros productos (Hardware y Software) y garantizando que el conocimiento del cliente se adecua a nuestras guías y recomendaciones recogidas en el manual de Operador de nuestros productos, tanto de analizadores, reactivos y software.Aportar la máxima eficiencia y eficacia en cada una de las actividades asignadas: instalaciones, mantenimiento preventivo, correctivo, evolutivo y modificaciones, asegurando que el servicio prestado genere una ventaja competitiva, convirtiéndose en un elemento diferencial de la propuesta de valor de Roche, consiguiendo niveles óptimos de satisfacción del cliente. Responsabilidades Operatividad de Soluciones: Mantener un nivel de operatividad excelente en todas las soluciones asignadas (incluyendo instrumentos, reactivos y software) mediante una correcta ejecución de los procedimientos previstos para mantenimientos preventivos, correctivos, evolutivos, instalaciones y modificaciones. Instalar, probar, mantener y reparar hardware y software en nuestros clientes. Configurar y personalizar los aplicativos para satisfacer las necesidades específicas de uso. Diagnosticar fallos de hardware y escalar problemas especializados cuando sea necesario. Implementar nuevos protocolos cuando sea necesario. Capacitar a los usuarios en el manejo y uso de las soluciones. Comunicaciones y Colaboración con el Cliente: Establecer y mantener un excelente nivel de comunicación, seguimiento y colaboración proactiva con los clientes. Informar sobre actualizaciones de reactivos y controles de calidad. Proveer soporte técnico y resolución de problemas a los empleados en una variedad de cuestiones tecnológicas. Garantizar una excelente experiencia de cliente. Reporte de Actividad: Reportar las actividades realizadas de forma remota o in situ en el CRM. Garantizar la correcta documentación de las características técnicas de la instalación en el cliente y su actualización cuando se requiera, según los estándares de calidad de reporte definidos por la organización. Documentar procesos y registrar tickets para trabajos en curso. Colaboración con el Área Comercial: Trabajar estrechamente con el equipo comercial para abordar las necesidades de los clientes. Respaldar las ventas de soluciones y ofertas de servicio. Proveer soporte continuo para nuevas implementaciones y actualizaciones de software y productos y soluciones analíticos. Fidelización comercial del cliente. Trabajo en Equipo: Habilidad para colaborar de manera efectiva con otros miembros del equipo. Perfil Requerido Formación Académica: Grado en Ingeniería Técnica o Superior, Bioingeniería, Ciencias de la Salud, Ingeniería Informática o campos relacionados



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