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.