Software Support Specialist

Software Support Specialist

Gatwick

Permanent

Hybrid - 3 days from home

Brief

Software Support Specialist needed for a global medical device organisation based in Gatwick who are looking to employ an experienced Software Support Specialist that works efficiently in a timely manner. This role has the requirement for a native/fluent German speaker in both written and verbal communication.

What the role entails:

Some of the main duties of the Software Support Specialist will include:

• Answering phone calls from customers, business units and distributors seeking product support
• Troubleshoot product issues in a live clinical environment
• Prioritize activities to ensure clinical system down problems receive immediate attention
• Document all support activities in line with Elekta policies and procedures
• Resolve / escalate cases as required. (spend no more than 30 minutes on an issue before requesting assistance from level 2 or level 3 support specialists)
• Attend internal and external training as required. Demonstrate knowledge and skills obtained from training.
• Visit customer sites (accompanied by senior staff) to investigate and resolve product issues
• Prioritize and managing cases in an efficient and professional manner
• Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution
• Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the implications and timescales involved
• Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time
• Ensuring that all interested parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place
• Ensuring that the customer is fully aware of the implications of any work being undertaken before that work commences.
• Documenting and having that work accepted by the customer before leaving site or closing the case.
• Be flexible to travel at short notice

What experience you need to be a successful Software Support Specialist:

• German speaker (native or fluent in both written and verbal communication)
• Knowledge of PC/Network Computing is preferred
• Identifying any necessary training requirements and escalating these to management as needed.
• Excellent verbal and written communication skills
• Ability to effectively interact with customers and colleagues
• Ability to work in a team environment
• Flexible and accommodating approach
• Ability and desire to promote Elekta's professional image
• Can demonstrate outstanding customer care skills

Desirable Experience:

• Experience in medical imaging, linear accelerators and/or clinical use of radiotherapy products
• Experience in a support environment

This really is a fantastic opportunity for a Software Support Specialist to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

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