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Site Support Services Technician

Job Title Site Support Services Technician
Job Type Permanent
Industry
Salary Negotiable
Location Clare, Republic of Ireland
Start Date ASAP
Our Reference BBBH2045_1640184394
Job Advertised 30 days ago

Site Support Services Technician - Permanent Position

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.

Job Description: Site Support Services Technician

Reporting to the VP of CT 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. The role will also involve processing routine customer support activities, to act as first point of contact for Site staff & CRAs/Monitors with regard to any study queries, and to action as required. 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.

Duties & Responsibilities:

  • Provide customer support services 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 issues that may arise

Other Duties may include:

  • The quality checking of files from company medical devices
  • Analysis/QA/Audit of audio recordings

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.

Vacancies for all Shifts/Rosters

  • Day/Night Rotating
  • 12:30-21:00

If you are interested in the above position, please email your CV to careersatvitalographdotie

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