Site Support Services Technician

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