Specialist, Senior Product IT, Customer Care
Summary Of Functional Duties & Responsibilities
Product Knowledge
- Serve as the Subject Matter Expert (SME) for HCLAB, WAM, and LIS solutions, maintaining comprehensive and up-to-date knowledge of product specifications, system enhancements, lifecycle updates, and regulatory requirements.
- Proactively gather and interpret information relating to product modifications, upgrades, cybersecurity requirements, and system extensions, and translate complex technical concepts into clear communication for customers, affiliates, and business partners.
- Maintain strong competency in healthcare IT infrastructure, including hardware, software, networking architecture, and system integration standards (e.g., HL7, ASTM).
- Demonstrate solid understanding of cybersecurity principles, compliance standards, and risk management requirements relevant to healthcare environments.
- Recommend and pursue relevant technical certifications, cybersecurity training, and continuous education programs to ensure professional growth and technical leadership.
Role
- Lead and execute installations, system configuration, commissioning, maintenance, upgrades, troubleshooting, and corrective actions for healthcare software solutions.
- Provide high-level pre-sales and post-sales technical support to customers, affiliates, and business partners, ensuring solutions meet operational and IT requirements.
- Conduct preventive maintenance and system health checks to ensure reliability, performance stability, and compliance.
- Monitor, analyze, and resolve recurring issues, implementing preventive measures to enhance long-term system reliability and customer satisfaction.
- Manage and respond to cybersecurity inquiries, documentation requests, and audit-related matters from customers.
- Perform system interfacing, integration testing, and validation for new software releases or product implementations.
- Conduct end-user and administrator training at hospitals, laboratories, and partner sites.
- Develop and facilitate technical training materials to strengthen affiliates and partners product knowledge and support capabilities.
- Maintain accurate and timely documentation of service activities in CRM systems.
- Undertake additional responsibilities and projects as assigned by Management.
Reporting
- Prepare and submit a comprehensive monthly activity report to the Supervisor by the 5th working day of the following month. The report shall include:
- Summary of activities completed
- Issues resolved and outstanding
- Risk areas identified
- Action plans for the next two months
- For customer-support-related business trips, prepare and submit a detailed trip report to the Supervisor and Country/Area Manager outlining:
- Activities performed
- Key findings and technical observations
- Recommended actions and responsible parties
- Follow-up plans and risk assessment
- Ensure all recommended actions are communicated effectively to relevant stakeholders and followed through to proper implementation and closure.
Job Requirements
- Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related discipline.
- Minimum 5 years of hands-on experience in IT implementation, system support, or infrastructure management.
- Prior experience within the healthcare, medical device, or medical technology industry will be an added advantage.
- Strong knowledge of information technology systems, including Microsoft Windows operating systems (e.g., Windows 10, Windows 11, and related enterprise environments).
- Excellent troubleshooting, problem-solving, and diagnostic skills with a keen attention to detail.
- Demonstrated ability to take ownership of IT-related issues and drive them through to successful resolution.
- Proactive, customer-focused, and able to work independently as well as collaboratively within a team environment.
- Strong communication and stakeholder management skills.
