System Engineer

Job Summary :

The Tier 2 support role is crucial in ensuring the smooth operation of System Automation products by addressing technical challenges and collaborating closely with both customers and Tier 1 teams.

Key responsibilities include :

1. Technical Integration : Ensure products are fully integrated with Hospital Information Systems and provide support for daily operational issues.

2. Troubleshooting : Investigate and resolve technical issues, performing root cause analysis through system logs and data.

3. Escalation to Tier 3 : Collaborate with Tier 3 when issues require specialized technical expertise.

4. Documentation : Maintain detailed records of customer interactions and troubleshooting steps via the company's CRM platform.

5. Communication : Provide clear updates to customers and Tier 1 teams, guiding them through issue resolution.

This role emphasizes both problem-solving and collaborative communication.

Job Responsibilities :

1. Ad Hoc Project Opportunities : Seek opportunities for ad hoc project order intake.

2. Customer Satisfaction : Maintain customer satisfaction based on KPIs for rendered Services Support Agreement (SSA) .

3. Project Profitability : Ensure ad hoc projects remain profitable by managing project margins.

4. Training and Guidance : Guide and train Tech / EA / AE team members to fulfill their roles effectively.

5. Problem Solving : Resolve system-related interface issues through analysis and troubleshooting.

6. Collaboration : Work closely with the institution's Hospital Integrated System (representatives on pharmacy operation matters.