Remote Monitoring Support Engineer W/m

At MicroPort CRM,

Our DNA is to always put the patient first.

Our Mission is to strive to create high-tech implantable devices and diagnostic solutions for cardiac diseases and make them accessible to the greatest number of people, while offering valuable services to physicians, hospitals, and health care insurers.

Our Pride is a daily commitment to all our patients to allow them a healthier life.

As a member of Service Delivery team, you participate actively of making Microport a major actor of health digital transformation, increasing the quality of care. Over 20 countries and on a daily basis, you oversee IoT system between patient and hospital to make health data available for physicians and make patient life easier with their cardiac implant.
Supporting Sales and Marketing, you improve customer satisfaction (hospitals and patients) and monitor operational costs.

The Remote Monitoring Support Engineer will have the following duties:
**Notification Manager role**:

- Provide resolution of complex RMS incident
- Technical data analysis (e.g. Logs files, system notifications...)
- Be the Single Point of contact for Helpdesk Tier 1 worldwide
- Escalate the incident to Tier 2 or 3 when applicable
- Manage the escalated tickets until closure
- Be the operational administrator of RMS tools (e.g. ticketing, fleet management, country / clinic / user creation)
- Monitor System's notifications (e.g. from servers, sim cards, devices)

**Project**:

- Define and lead improvement action plans for Service Delivery department
- Be an input for solution improvement: service, product, process
- Update procedures when needed
- Test and deploy the solution in coordination with stakeholders (Data Host, Telecom, R&D)
- At mid-term, represents Operations department in global project team

**Process and Procedures Management**:

- Design and improve process, allowing Helpdesk Tier 1 to support Patients and Healthcare professionals
- Manage RMS procedures to keep them up to date
- Implement Process and procedures changes on the field

**RMS Local Customer Service training**:

- Initial and continuous training
- Occasional business trip may be required
- Maintenance of the online knowledge base

**Periodic reporting**:

- Needed KPI to follow the service activities
- Needed reporting for the field managers in the countries

**YOUR PROFILE**:

- Scientific education (engineer or equivalent experience)
- 2-3 years’ experience
- First professional experience in Data analysis or Technical product education or Technical Support is an asset
- Experience in technical support using a ticketing tool (experience with Jira appreciated)
- Familiar with strong regulatory environment
- Customer satisfaction oriented
- Adaptability, takes initiative, teamwork, attention to details
- Strong communication and collaboration with various stakeholders (e.g. R&D, Sales)
- Rigor in his reporting
- Good English speaking and writing allowing to meet with your American and Japanese colleagues.
- Knowledge of IT environment : Windows server, database (SQL), EXCEL
- Familiar with international and multicultural environment

**WHAT WE OFFER**

To strengthen our position in the market, we need people with courage, deep and genuine willingness to inspire and challenge us, defy the status quo, bringing different perspectives to our thinking and create innovations. We look for new colleagues, from diverse horizons, with natural talents and solid experience to leave a footprint on the teams, the company, the industry and especially our society.
If you have “eyes for greatness and hands on details” and wish to grow professionally and as an individual, then come be a part our international team where fun next to serious work is our motto and reason to contribute to our human and medical adventure.

Type d'emploi : Temps plein, CDI
Statut : Cadre

Salaire : 40 000,00€ à 45 000,00€ par an

Avantages:

- Participation au Transport
- Réfectoire
- RTT

Horaires:

- Périodes de travail de 8 heures

Rémunération supplémentaire:

- 13ème Mois
- Prime annuelle