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IT & Applications On-Site Support Engineer - located in TENERIFE
hace 2 meses
IT & Applications On-Site Support Engineer - located in TENERIFEMisiónPrestar 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.ResponsabilidadesOperatividad 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 RequeridoFormación Académica: Grado en Ingeniería Técnica o Superior, Bioingeniería, Ciencias de la Salud, Ingeniería Informática o campos relacionados.Conocimientos Técnicos:Bases y conocimientos de biología y preferentemente sistemas de diagnóstico y productos del área de suero.Habilidades avanzadas en IT, incluyendo configuración de hardware/software, gestión de redes y mantenimiento de servidores.Idioma: Nivel fluido de español e inglés.Movilidad:Permiso de conducir B1.Disponibilidad para movilidad geográfica dentro del territorio nacional e internacional.Preferiblemente candidato ubicado en Tenerife ya que el 60% de las actividades del puesto serán en Tenerife.Who we areAt Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.Roche is an Equal Opportunity Employer.
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