CUSTOMER SOLUTIONS ENGINEER
Our client is a global Medical Device company, with products and solutions found in almost every operating room around the world.
The customer solutions engineer will drive technical implementation and installation of hardware and software with corporate and hospital stakeholders. This role reports to the Senior Manager of Hardware and Connectivity.
KEY ACCOUNTABILITIES:
- Build and maintain strong technical relationships with hospital staff (Operating Room, IT, surgeon champions, project managers, etc.) through the installation and ongoing maintenance of hardware and software.
- Serve as technical SME with internal J&J stakeholders.
- Provide customer support (including hardware tickets) and identifying root cause of issues and rectifying - with the ultimate aim of self-service support.
- Provide support and work with engineering team to troubleshoot technical issues during and post implementation.
- Innovate and drive process and technical improvements to streamline, scale operations, and improve end-to-end experience.
- Advocate on behalf of the customer during all engagements to ensure a consistent high-bar on excellence and project delivery.
- Create and inspire a work environment of trust, collaboration, commitment and ethical behaviour across a vast, diverse internal and external matrix network of stakeholders.
- S/he must establish and maintain a positive, proactive, high?energy, collaborative and engaging working environment.
SKILLS/EXPERIENCE AND QUALIFICATIONS:
- 3-5+ years of relevant professional experience and a track record in engineering, IT, and project management.
- Demonstrated ability to communicate with and maintain customer relationships (IT, security, surgeon champion, etc).
- Ability to navigate a complex implementation process, often with multiple stakeholder groups and various approval processes, incl. international launches.
- Strong analytical problem-solving skills, with ability to identify root cause and provide solutions in a timely fashion is required.
- Entrepreneurial person who can work in a fast-growing, ambiguous start-up environment.
- Excellent communication and writing skills.
- Must be fluent in English.
- This position may require up to 20-40% travel.
- Knowledge of networking protocols and standards, especially IEEE 802.11.
- Knowledge and/or experience debugging layer 1 through 7 networking with tools like nmap, ping, ss, netstat, wireshark, ip, tcpdump.
- Familiarity with RADIUS, 802.1x and other auth methods commonly used in Windows/CISCO networks.
- Experience testing and scripting with Python, ssh, rsync, and other command-line tools.
- Experience with static and dynamic routing and tagged VLANs.
- Familiarity with software-defined networking.
Professional certification/s (any of the follow or equivalent would be advantageous)
- Cisco Certified Network Associate (CCNA)
- CompTIA Network+
- Juniper Networks Certified Associate - Junos (JNCIA-Junos)
- SolarWinds Certified Professional
- Aruba Certified Mobility Associate (ACMA)
- VMWare Certified Technical Associate - Network Virtualization (VCTA-NV)
Technical experience
- Networking technologies
- UNIX, SSH, XML, .NET, HTML, IIS and SSL
- The Open Systems Interconnection model (OSI model). Knowledge of tools like
- nmap, ping, ss, netstat, wireshark, ip, tcpdump & their use for debugging.
- Knowledge of networking protocols and standards (i.e. IEEE 802.11).
- Familiarity with RADIUS, 802.1x and other auth methods commonly used in Windows/CISCO networks.
- Experience testing and scripting with Python, SSH, Rsync, and other command-line tools, static & dynamic routing and tagged VLANs.
- Cloud technologies
- MS Azure, AWS & GCP and a general understanding of their use in the healthcare industry
Desirable
- Healthcare IT experience - general knowledge advantageous
- Healthcare data governance & privacy
- Medical device industry (i.e. Laparoscopic camera systems)
- Surgical teams & surgical environment
- Hospital IT & Biomedical Engineering organisations
Healthcare customer facing experience
