Site Support Services Technician
Company: Vitalograph is one of the world-leading manufacturers of medical Spirometers, used in the diagnosis of respiratory disorders, and advanced high-reliability software systems used in clinical drug trials. Based in Ennis, Co. Clare we now wish to recruit a Site Support Services Technician to join the Site Support Services Team.
Site Support Services Technician - Permanent Position
Reporting to the VP of Site Support Services, the Site Support Services Technician will be required to provide excellent customer service by resolving customer queries/issues in a professional and timely manner. When customer/site service activities are not required the technician will assist in other site support service departments in the processing or analysis of data from company medical devices or the set-up of the devices for Clinical Trial studies.
Duties & Responsibilities - Clinical Trial Site Support:
- Providing customer support services in a timely fashion in relation to the use of Vitalograph systems by clinical trial sites and study monitors
- Taking ownership of investigation and resolution of individual issues
- Providing customer support across time zones with use of translation/interpretation services
- Logging & updating all identified support issues on internal ticketing services
- Provide regular reports on calls, emails and actions in accordance with Vitalograph procedures
- Collaborating with internal stakeholders and technical teams to provide solutions to issues that meet customer expectations
- Monitoring of data reports and taking action where necessary
- Understanding and explaining of Vitalograph systems used across projects
- Updating logs & trackers based on routine activity
- Managing external user access for systems and services
- Supporting the delivery of internal & external training
- Supporting the creation, review and approval of project documents
- Creation and review of work instructions for the resolution of issues that may arise
Other Duties will include: (Cough Analysis/Device Set-up)
- The quality checking of files from company medical devices
- Analysis/QA/Audit of audio recordings
- Clinical Trail device set-up
Minimum Requirements:
- Effective written and verbal communication skills
- Good problem-solving skills
- Good IT skills - including use of MS Office or equivalent (excel/word/outlook)
- Leaving Certificate or equivalent
- Attention to detail with capability for high levels of focus and concentration for long periods
The following skills would be advantageous:
- Understanding of issue management and root cause analysis
- Customer service experience
- Problem solving in a work environment
This position will be subject to successful completion of training programmes that will be conducted in-house.
Hours of work: Rotating Shift (Day/Evening)
If you are interested in the above position please email your CV to careersatvitalographdotie
