Support Consultant

3 days ago

Hemel Hempstead, United Kingdom NEC Software Solutions Full time

Come join us and make a difference in the world


Discover more at www.necsws.com


Job Description


PRIMARY OBJECTIVE OF ROLE


  • Engage with medical device suppliers to support follow up of device related queries.
  • To complete key system administration tasks, essential to the running of NEC Registry Services.
  • To provide domain and application support to medical device suppliers of NEC’s Health Registry services.
  • To act as the key point of contact for medical device suppliers to support our registry requirements.
  • Proactively liaise with device suppliers to ascertain information required.
  • Create extensive contacts within the medical device industry through networking.
  • Identify and drive Registry service improvements through innovation, documentation and learning resources


MAIN RESPONSIBILITIES


The Medical Device Support Consultant role is an excellent opportunity for a career minded individual seeking to enter the medical device industry. Primarily an administrative role at first, this position promises great prospects for progression as your skills and knowledge grow to become a subject matter expert. This role presents an interesting hybrid of support, project and service management. The successful applicant will build relationships with internal and external stakeholders alike and act as a customer facing team member who owns the service support experience for our medical device stakeholders. As a member of the NECSWS Registries Support Team you will carry out key system administration tasks essential to the running of our customer services whilst identifying and completing continuous service improvements which benefit the team or our customers through innovations e.g. automation, application enhancements, documentation, processes and learning resources.


The Medical Device Support Consultant role is best suited to a self-motivated individual with excellent communication skills; eager to learn and able to troubleshoot confidently with minimal assistance.


Support

  • To take full ownership of all device related service requests assigned to the Registry support queue, through to closure.
  • Resolution of requests is likely to require investigation, analysis, troubleshooting and liaison with other teams.
  • Ensure the Incident Management system is managed and updated correctly, and service SLAs are met.


Product Implementation

  • Implementation owner of Registries as a Service (RaaS) products where device related developments take place
  • Key contact point for customers
  • Liaison with customers and internal stakeholders to ensure successful launch and ongoing service
  • Ensure RaaS device services are launched accurately to customer specification and within the required deadlines


Service delivery

  • Support service delivery for associated device manufacturer services


System Administration

  • Complete all required system administration tasks vital to the provision of Registry products


Service Improvement

  • Continuously seek to identify service improvement opportunities which might benefit either the team, other teams, customers, users or the Registry products
  • Plan and drive improvements through to completion
  • Contribute and own assigned tasks of the Registries Service Improvement Plan


Education

  • Actively seek to increase own Registry knowledge by arranging sessions with colleagues or customers
  • Documentation of knowledge gained for population into a learning resources hub, owned by the Registry Support Team
  • Maintain up to date knowledge of procedures and policies relevant to this post.


User Acceptance Testing

  • Participate in user acceptance testing of registry applications and services


Qualifications


- Excellent communication skills

- Excellent customer service skills

- Highly self-motivated

- Good problem solving/issue investigation skills

- Attention to detail

- Proficient in Microsoft office – especially word/excel/powerpoint

- Ability to work as part of a team and on your own

- Ability to work under pressure

- Ability to manage and prioritise workload effectively

- To be able to work flexibly when required.


DESIRABLE:·


- Knowledge of GDPR/Data protection rules

- Experience within the Healthcare industry, including medical devices

- Experience of a software application support related role

- Knowledge of PRINCE2 or experience running small projects


Additional Information


We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:


  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
  • 25 days paid holiday with the option to buy/sell
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A selection of flexible benefits to suit your individual needs


Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.


All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.


NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

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