REPORTS TO - SOFTWARE SUPPORT TEAM Confidencial (Apenas para Cadastrados)

RESPONSIBILITIES -

• COMPLETE OIS TECHNICAL TRAINING/CERTIFICATION APPLICABLE, AND KEEP HIMSELF UPDATED WITH THE NEW VERSIONS OF THE CIA PRODUCTS;

• PROVIDE SUPPORT TO CUSTOMERS, GIVING SOLUTIONS PREFERABLY WITH REMOTE SERVICE, SERVICE BY PHONE, E-MAIL WEBEX AND OCCASIONALLY ON-SITE, IF NEEDED;

• TO FOLLOW THE CIA WORK POLICIES;

• USE THE PPES PROVIDED BY THE COMPANY, WHENEVER NECESSARY;

• REPORT WORK HOURS ACCORDINGLY TO THE HR POLICIES;

• INSTALL AND TEST SYSTEMS FOR OIS SOFTWARE PRODUCTS;

• MAINTAIN ACCURATE RECORDS AND FOLLOWS PROCEDURES TO CAPTURE AND DOCUMENT ALL SUPPORT ACTIVITIES WITH CUSTOMERS, KEEPING 100% OF THE CALL DULY UPDATED IN CLM AND NOT LATER THAN 2 BUSINESS DAYS AFTER THE PERFORMANCE OF THE ACTIVITY;

• BE FOCUSED AND DEMONSTRATE THE TECHNICAL KNOWLEDGE TO SUPPORT THE CUSTOMERS/FIELD ENGINEERS IN THE PROBLEM SOLUTION;

• HIGH KNOWLEDGE ABOUT THE SOFTWARE FOR PATIENT MANAGEMENT (OIS), ACCORDING TO THE STANDARDS ESTABLISHED BY ELEKTA, INCLUDING THE WORK ON THE CONNECTIVITY BETWEEN THE MANAGEMENT SOFTWARE MOSAIQ AND LINEAR ACCELERATOR

• FULL KNOWLEDGE ABOUT THE NEW VERSIONS OF THE SOFTWARE TO UPDATE (REMOTE OR IN PERSON) THE ELEKTA OIS AND THEIR APPLICATIONS.

• PERFORM FUNCTIONAL WITH WITHIN DEPARTMENT IN AREAS WHERE A WORK OVERLOAD EXISTS;

• ASSIST THE SALES/CONTRACT DEPARTMENT WITH TECHNICAL INFORMATION WHEN IT IS NECESSARY;

• TO ESCALATE PRODUCT COMPLAINT OF ACCIDENT REPORT TO THE APPROPRIATE DEPARTMENT OF QUALITY ASSURANCE;

• SUPPORT FOR CUSTOMERS TO EXECUTE OR UNDERSTANDING THE FCOS, RELATED TO SOFTWARE ISSUES, WHENEVER THE CUSTOMER OR ELEKTA REQUESTED. CONTRIBUTE TO ACHIEVE MINIMUM FCOS OVERDUE LEVEL;

• WORK TO MAINTAIN THE GLOBAL KPIS DEFINED FOR THE REGION;

• COMMITMENT TO THE PATIENTS;

• ENSURE CUSTOMER SATISFACTION AFTER SALES.

• ENSURING THAT THE CUSTOMER IS FULLY AWARE OF THE IMPLICATIONS OF ANY UPGRADE WORK BEING UNDERTAKEN BEFORE THAT WORK COMMENCES. PROVIDE AND MAINTAIN ALL DOCUMENTATION REQUIRED TO SUPPORT A SOFTWARE UPGRADE.

• BEING AVAILABLE AS REQUIRED TO TAKE CALLS FROM CUSTOMERS, CIA ENGINEERS AND DISTRIBUTORS PERTAINING AN UPGRADE.

• PERFORMING REGULAR INSTALLATION WORK AND UPGRADES AT CUSTOMERS SITES AND REMOTELY AS REQUIRED.

• DOCUMENTING AND HAVING WORK ACCEPTED BY THE CUSTOMER BEFORE LEAVING SITE OR CLOSING THE CASE.

• BEING AVAILABLE TO TRAVEL AT SHORT NOTICE TO RESOLVE TECHNICAL AND POLITICAL ISSUES AT CUSTOMERS SITES.

Inglês - Nível Avançado

RELEVANT KNOWLEDGE, SKILLS AND COMPETENCIES -

• BACHELOR’S DEGREE IN COMPUTER SCIENCE OR RELATED SUBJECT.

• MINIMUM THREE YEARS RELATED HEALTHCARE EXPERIENCE

•  EXPERIENCE WITH MICROSOFT SQL SERVER (CERTIFICATION PREFERRED)

• EXPERIENCE WITH HIGH-AVAILABILITY SYSTEM ARCHITECTURE

•  EXPERIENCE WITH CITRIX AND RELATED INFRASTRUCTURE AND ADMINISTRATION

• FAMILIARITY/PROFICIENCY WITH THE FOLLOWING: OUTLOOK, WORD, EXCEL, WEBEX, AND SALESFORCE

• RADIATION ONCOLOGY AND MEDICAL ONCOLOGY EXPERIENCE STRONGLY PREFERRED

• ABILITY TO EFFECTIVELY INTERACT WITH INTERNAL AND EXTERNAL CUSTOMERS (VIA PHONE AND FACE-TO-FACE)

• EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS

• DEMONSTRATED CAPABILITY FOR DECISION MAKING, SOUND JUDGMENT AND ASSERTIVENESS

• FAMILIARITY WITH DICOM, BACKUP SOLUTIONS.

• FLUENT IN ENGLISH AND PORTUGUESE, BOTH WRITTEN AND ORAL. DESIRABLE SPANISH

• SENSE OF URGENCY

• DISCIPLINE WITH DEADLINE, TIME SCHEDULES AND DOCUMENTATIONS

• AVAILABILITY TO TRAVEL 20%