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Field It Service Specialist
2 mesi fa
Per ampliamento del team' stiamo reclutando un nuovo Field IT Service Specialist' figura di riferimento per i nostri clienti per tutte le richieste di tipo tecnico-informatico sulle soluzioni software/middleware commercializzate da bioMérieux.
La principale missione di questo ruolo è fornire un supporto tecnico-informatico ai clienti sui nostri software' minimizzando il down-time in caso di guasto o problemi sulle connessioni con i LIS' favorendo quindi la continuit operativa con conseguente aumento della soddisfazione e fidelizzazione dei nostri clienti ubicati nella zona Centro-Sud Italia.
RESPONSABILITA': - Fornire ai Clienti ogni tipo di supporto tecnico - sia on-site che da remoto - riguardante il funzionamento dei software e l'interfacciamento al LIS dei nostri sistemi - Registrare i reclami e le richieste di supporto tecnico-informatico sui nostri sistemi provenienti dai clienti o da personale bioMérieux in apposito software CRM e scalare al supporto di livello 2 (GCS/GiCS) le richieste/problematiche non risolvibili a livello locale' garantendo interazione costante con il L2 fino alla chiusura del case e feedback conclusivo al cliente - Tenere costantemente aggiornata la registrazione dei case sul sistema CRM fino al completamento' effettuandone in modo tempestivo la chiusura' con relativo feedback al cliente - Effettuare interventi tecnici presso i clienti per la risoluzione di problematiche di tipo informatico non risolvibili da remoto e per installazioni/collegamenti complessi - Collaborare con la direzione commerciale e l'ufficio acquisti nell'attivit di appalto degli interfacciamenti dei nostri sistemi con i vari LIS di laboratorio - Effettuare audit di pre-installazione dei nostri software/middleware - da remoto o on-site - in occasione di installazioni complesse - Supportare FAS e FSE nelle attivit sul campo nelle quali siano previste azioni riferibili a software/collegamenti informatici e operare in maniera integrata con loro per garantire un ottimale avvio in routine delle nuove installazioni - Effettuare aggiornamenti software dei nostri middleware e sistemi - Gestire le Field Actions relative a software/connessioni informatiche sia con azioni da remoto che sul campo - Fornire supporto tecnico-informatico alla Sales Force FORMAZIONE ED ESPERIENZA: - Precedenti esperienze lavorative in ambito assistenza tecnica informatica - Laurea inerente all'ambito informatico (Ingegneria biomedica' ingegneria informatica' ...) - Esperienza nella configurazione di materiale hardware/software destinato alle installazioni - Elevate soft skills relazionali' grazie alle quali crea una clima di accoglienza' disponibilit ed empatia in ogni occasione di ogni contatto con i clienti.
- Proattivit verso implementazione di azioni di prevenzione e servizi dedicati ai clienti' allo scopo di migliorare la customer experience e rafforzare la loyalty/retention - Disponibilit a trasferte su tutto il territorio nazionale - Conoscenza approfondita della lingua inglese (B2/C1) Location: Roma' Centro-Sud Italia' con disponibilit ad effettuare trasferte su tutto il territorio Job ID: 49164
