Site Support Services Technician/Evening Supervisor
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/ Evening Supervisor to join the site support services team.
Job Description:
Reporting to the VP of CT Site Support Services the Site Support Services Technician/Evening Supervisor 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 be responsible for the supervision of evening roster cough analysts who are part of the cough analysis team.
Duties & Responsibilities:
- Provide customer support in a timely fashion in relation to the use of Vitalograph systems by clinical trial sites and study monitors
- Take ownership of investigation and resolution of individual issues
- Provide customer support across time zones with use of translation/interpretation services
- Log & update all identified support issues on internal ticketing services
- Provide regular reports on calls, emails, and actions in accordance with Vitalograph procedures
- Collaborate 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 any issues that may arise
Cough Analyst Supervisor
- Provide line management to members of the cough analysis evening roster
- Perform appraisals and define personal development objectives and plans for team members
- Create work plans for team members to ensure recordings are analysed in the correct order to ensure TAT's are met
- Co-ordinate with other team and company disciplines to resolve any issues that may arise
- Active involvement in interviewing and team recruitment for the evening roster
- Ensure all Cough Analysis related SOP's are adhered to
- Approval of time sheets for evening roster team members
- Coordinate with HR to ensure all evening roster analyst contracts are current
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
The following skills would be advantageous:
- Previous experience in a team lead, supervisory, project management/co-ordination role
- Previous experience in a customer support role
If you are interested in the above position, please email your CV to careersatvitalographdotie