Customer Support

• Completes technical-oriented service tasks of various scopes and supports in planning and managing these tasks.
• Providing expert level Incident & Escalation Management support to field personnel remotely and onsite (as needed)
• Efficiently orchestrating Major Incident Management situations
• Participating in Release Management processes to become familiar with products/updates prior to release
• Collaborating with cross-functional teams to recognize, analyze, and troubleshoot Field Service Trends
• Continuously develop the depth (specialist) as well as the breadth (generalist) of technical superiority
• Support Knowledge Management program with a commitment to “never solving the same problem twice”
• Conducting formal and ad hoc training sessions for field personnel
• Contributing to global TiX (Technical Information Exchange) forums to proliferate information to Field.
• Participating in the emergency phone support and weekend standby rotation
• Authoring Knowledge Base Articles, Technical Bulletins, Training presentations, etc. as required.

Product Support Specialist – Oncology Software, IT Solutions

Financial Support Specialist

Senior Manager – Customer Services Major Initiatives

Senior Manager, Customer Services Model Office

Head of Customer Service Excellence – Operational Optimisation

Customer Support