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Job Title Product IT Specialist (Healthcare Software)
Country Vietnam
Position Type Regular
Immediate Superior (title) Senior Technical Service Supervisor
Immediate Subordinates (title) None
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Key Job Purpose :
- To provide application and technical support on HCLAB software, hardware, and solution.
- To ensure system stability, data integrity, and customer satisfaction, and to resolve customer issues and complaints related to HCLAB in a professional and timely manner.
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Summary of Functional Duties & Responsibilities :
A. Healthcare IT Implementation & Integration
- Develop HCLAB training materials and conduct LIS/WAM training for end‑users, Product Specialists, and internal Application & Technical teams.
- Provide professional IT application support on HCLAB software installation, configuration, testing, troubleshooting, and error diagnosis.
- Provide support and expert assistance to internal and external customers for HCLAB‑related software and hardware requests and troubleshooting.
- Provide on-site, telephone, or remote support to clients for troubleshooting and repair of HCLAB.
- Manage project activities from implementation to go‑live, and track and ensure achievement of project milestones.
- Ensure system stability, data integrity, and compliance with deployment procedures.
- HCLab/LIS/IT market business analysis to prospect market potentials for Sysmex IT business
- Explore sales leads and opportunities to promote and penetrate HCLAB solutions
- Develop HCLab/LIS/IT business at potential accounts.
B. Technical Support & Troubleshooting
- Provide on-site and remote technical support to hospitals and laboratories.
- Analyze incidents, identify root causes, and implement corrective and preventive actions.
- Monitor recurring issues and coordinate issue escalation with Regional IT teams when required.
- Perform periodic preventive maintenance to ensure reliable system performance.
C. Training & Knowledge Transfer
- Conduct end-user training for hospital IT staff and laboratory users.
- Support technical and application training for internal staff and distributors.
- Create, update, and maintain training materials, user guides, troubleshooting documents, and IT application documentation (training records, LIS projects, CRM, ISO) to support effective knowledge sharing.
D. Reporting & CRM Management
- Manage reporting activities and CRM data; ensure SOP compliance in daily operations and support Managers/Supervisors in reviewing, developing, and improving procedures and guidelines.
- Prepare technical reports and service documentation as required by the Service Manager.
E. Cross-functional & Customer Engagement
- Collaborate closely with Application Specialists, Service Engineers, Sales, and Regional IT teams.
- Collect customer feedback and market information to support service improvement and business development.
- Support service-related customer events to enhance Sysmex brand and customer satisfaction.
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Authorize :
- To use equipment and facilities of the Company to serve the purpose to complete the task.
- To enjoy the full benefits stipulated in the labor agreement and labor law.
- To refuse to perform the tasks assigned by Manager/ Superiors which not in conformity with the law.
- To co-operate with relevant departments to carry out daily works under the provisions of the Company.
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Job Specification :
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Minimum Education Required
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Bachelor’s degree in Information Technology, Computer Science.
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Minimum Experience Required
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Minimum 3 year of experience in IT implementation, healthcare software deployment, or hospital IT systems.
Hands-on experience with SQL Server and/or Oracle
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Skills and Knowledge Required
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Good understanding of IT systems and healthcare IT environments.
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Attitude Required
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Basic understanding of hospital IT environment and system integration.
Ability to work under pressure and manage multiple priorities
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Knowledge Desired but not Essential
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Experience with LIS/HIS system and HL7 integration.
Basic application knowledge in hematology, hemostasis, urinalysis, immunology, or biochemistry
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Travel Requirement
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Flexible to respond to customer request & regional meeting/training
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Key Competencies :
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Good
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V. Good
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Excellent
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1.
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Professional / Technical Expertise
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Ö
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2.
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Organisation and Accomplishment
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Ö
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3.
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Judgment - Problem Solving
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Ö
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4.
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Customer Orientation
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Ö
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5.
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Teamwork spirits
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Ö
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6.
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Business Acumen
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Ö
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7.
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Communication
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Ö
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8.
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Diversity
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Ö
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9.
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Creativity & Innovation
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Ö
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10.
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Decision Making
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Ö
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11.
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Project Management
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Ö
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