Software Support Team Lead

hace 4 meses

Sant Cugat del Vallès, España Roche A tiempo completo

The Position

En Roche, nos apasiona mejorar la vida de los pacientes y somos valientes en nuestras decisiones y acciones; creemos que un buen negocio significa un mundo mejor. Por eso venimos a trabajar todos los días. Estamos comprometidos con el rigor científico, la ética y el acceso a la innovación médica para todos. Lo hacemos hoy para crear un futuro mejor. 

La posición es en el área de servicio, dónde nos esforzamos por conseguir la excelencia para nuestros clientes poniendo a su disposición todo nuestro conocimiento y equipo de profesionales altamente calificados para que disfruten de una experiencia de cliente acorde a sus necesidades y a las expectativas de una compañía líder en su sector en todo el mundo.

Una de nuestras fortalezas es el compromiso con nuestros clientes y nuestro conocimiento y experiencia con nuestras soluciones, y es cuando nuestros clientes tienen proyectos complejos donde queremos estar a su lado para acompañarlos y asegurar que pueden superar sus retos y desafíos, por eso como miembro del equipo de Proyectos de Servicio debe conseguir una alta satisfacción del cliente en aquellos proyectos complejos de servicio en las que participen los miembros de su equipos, consiguiendo además una mejora en la eficiencia y sostenibilidad de las actividades realizadas.

Como líder del equipo de expertos en software liderará el equipo de Software Experts dedicado a las actividades de instalación, mantenimiento evolutivo, configuración y puesta en marcha de las soluciones digitales distribuidas por la organización.

Responsabilidades:

Lidera el equipo asignado garantizando la capacitación, conocimiento y comprensión y aplica las prioridades y líneas estratégicas del equipo garantizando que se cumplen los objetivos definidos tanto local como globalmente.

Es el responsable, conjuntamente con el Implementation Manager, de la gestión de instalaciones complejas de forma autónoma gestionando los recursos con la mejor relación coste beneficio, adaptando y personalizando la prestación del servicio a las necesidades del cliente.

Es responsable de la planificación, diseño y entrega de los componentes de software y hardware necesarios para la correcta operatividad de las soluciones digitales en los clientes, asegurando además la capacitación y documentación de todos los miembros implicados de la organización.

Es responsable del soporte de 2º nivel (telefónico, asistencia remota o in situ) (integraciones y soluciones digitales personalizadas a clientes específicos) en los componentes de software y hardware desarrollados, garantizando el cumplimiento de los procedimientos y certificaciones acordes con la política de Calidad y asuntos regulatorios de la organización.

Asegura una correcta transición de los proyectos complejos finalizados al resto de equipos de soporte para su posterior gestión de soporte al cliente.

Es el responsable, conjuntamente con los Service Area Managers, del cumplimiento de mantenimientos evolutivos en los productos asignados, gestionando los recursos con la mejor relación coste beneficio, adaptando y personalizando la prestación del servicio a las necesidades del cliente.

Gestionar y/o Supervisar las acciones de servicio de su responsabilidad para asegurar el cumplimiento de los indicadores de gestión y la personalización necesaria para la prestación del servicio. Definir las acciones de mejora en caso necesario.

Línea de reporte:

General Manager Roche Diagnostics Spain

:

Director del área de servicio

:

Service Projects Team Lead

:

Software Support Team Lead
 

Formación:

Licenciatura o Grado en Ingeniería de software o similar.

Inglés a nivel fluido

Español nivel alto

Experiencia:

Experiencia en el ámbito del laboratorio clínico y el resto de aplicaciones sanitarias mínima de 5 años.

Experiencia en la gestión de proyectos complejos y se valorará conocimientos en Agile methodologies o Scrum.

Se valorará experiencia previa en entornos de trabajo cross-funcionales, con clientes y en gestión de proveedores.

Valorable experiencia previa liderando equipos descentralizados.

Capacidad demostrada para adaptarse a las nuevas tecnologías y aprender rápidamente

Competencias requeridas:

Liderazgo y capacidad de influencia

Toma de decisiones

Trabajo en equipo 

Comunicación y capacidad de negociación

Organización y gestión de equipos

Orientación al cliente

Resolución de conflictos

Pensamiento sistémico

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