SOFMEDICA Life-saving Innovation

Customer Support

• Provide first-line support to customers in Romania via phone, email, and chat in both Romanian and English.
• Respond promptly and professionally to customer inquiries, resolving issues efficiently and effectively.
• Guide customers through product setup, configuration, and usage of the SOFMEDICA platform.
• Troubleshoot technical issues and provide step-by-step solutions to ensure minimal disruption to training sessions.
• Escalate complex technical issues to senior support or engineering teams when necessary.
• Providing remote demonstrations and follow up sessions to keep customers engaged after initial sign up.
• Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system.
• Contribute to and maintain support documentation, FAQs, and knowledge base articles.
• Identify recurring issues and patterns, providing feedback to product development and engineering teams.
• Proactively reach out to customers to ensure satisfaction and identify opportunities for additional training or support.
• Build strong relationships with customers, acting as their trusted advisor for all platform-related matters.
• Collaborate with the sales team to facilitate smooth onboarding for new customers.
• Gather customer feedback and testimonials to help improve our products and services.
• Stay up-to-date with new features, updates, and best practices for the SOFMEDICA platform.
• Participate in ongoing training programs to enhance technical skills and product knowledge.
• Contribute ideas for improving customer support processes and service quality.

Customer Support Representative

Account Executive

• Identify and develop new business opportunities with hospitals, medical schools, and surgical training centers across Bulgaria.
• Build and maintain strong relationships with key decision-makers including surgeons, department heads, and hospital administrators.
• Conduct product demonstrations and presentations to showcase the capabilities of SOFMEDICA Ventures surgical software platform.
• Achieve and exceed monthly and quarterly sales targets through proactive prospecting and relationship management.
• Negotiate contracts and close deals with healthcare institutions of varying sizes.
• Stay informed about the healthcare and medical software landscape in Bulgaria.
• Identify emerging trends in surgical software and competitive offerings in the market.
• Provide feedback to the product development team based on customer needs and market demands.
• Attend medical conferences, trade shows, and networking events to promote SOFMEDICA software solutions.
• Maintain accurate records of all sales activities, customer interactions, and pipeline status in CRM system
• Follow up with prospects and customers to ensure satisfaction and identify expansion opportunities
• Collaborate with customer support team to ensure seamless onboarding and implementation

Sales Representative

• Provide first-line support to customers in Hungary via phone, email, and chat in both Hungarian and English
• Respond promptly and professionally to customer inquiries, resolving issues efficiently and effectively
• Guide customers through product setup, configuration, and usage of the SOFMEDICA platform
• Troubleshoot technical issues and provide step-by-step solutions to ensure minimal disruption to training sessions
• Escalate complex technical issues to senior support or engineering teams when necessary
• Providing remote demonstrations and follow up sessions to keep customers engaged after initial sign up
• Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system
• Contribute to and maintain support documentation, FAQs, and knowledge base articles
• Identify recurring issues and patterns, providing feedback to product development and engineering teams
• Proactively reach out to customers to ensure satisfaction and identify opportunities for additional training or support
• Build strong relationships with customers, acting as their trusted advisor for all platform-related matters
• Collaborate with the sales team to facilitate smooth onboarding for new customers
• Gather customer feedback and testimonials to help improve our products and services
• Stay up-to-date with new features, updates, and best practices for the SOFMEDICA platform
• Participate in ongoing training programs to enhance technical skills and product knowledge
• Contribute ideas for improving customer support processes and service quality

Clinical Solution Sales Representative

Compliance

• Support of office administration by handling the proper functioning of the office matters and supporting all team members
• Book travel arrangements ensuring efficient and smooth travelling for all team members, organize and schedule appointments with third parties
• Registration, monitoring of non-conformities of the quality management system and customer complaints
• Good understanding of the legislation on public procurement and the procedures to apply for tenders. Managing the application which identifies the tender procedures on the public platform
• Proactively identifies relevant tender procedures for our product portfolio and collaborates with sales team and the other functions involved (Compliance manager, Tender Manager) and the in order to seize the opportunity to apply
• Prepare the standard documentation and monitor the public tender submission process for formatting, completeness, consistency and compliance
• Managing the validity of EC certificates and declarations of conformity and continuous completion of the database in order to keep them up to date
• Support on preparation and management of documents necessary for medical device files
• Coordination of compliance, regulatory, quality, and corporate procedures and documentation
• Contracts management
• Preparation of corporate and commercial presentations
• Maintenance of Company’s filing system and registers such as incoming and outgoing correspondence, Customers/Vendors Contracts, offers register, etc.

Administrative, Compliance & Tender Assistant

Marketing

• Role Overview:
• We are looking for a motivated **Marketing Specialist** to strengthen our event marketing efforts. In this role, you will play a key part in gathering insights, supporting events, managing budgets, and aligning marketing strategies to SOFMEDICA's mission in Romania.

Marketing Specialist

• - Provide first-line support to customers in Croatia via phone, email, and chat in Croatian and English
• - Respond promptly and professionally to customer inquiries, resolving issues efficiently and effectively
• - Guide customers through product setup, configuration, and usage of the SOFMEDICA platform
• - Troubleshoot technical issues and provide step-by-step solutions to ensure minimal disruption to training sessions
• - Escalate complex technical issues to senior support or engineering teams when necessary
• - Providing remote demonstrations and follow up sessions to keep customers engaged after initial sign up
• - Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system
• - Contribute to and maintain support documentation, FAQs, and knowledge base articles
• - Identify recurring issues and patterns, providing feedback to product development and engineering teams
• - Proactively reach out to customers to ensure satisfaction and identify opportunities for additional training or support
• - Build strong relationships with customers, acting as their trusted advisor for all platform-related matters
• - Collaborate with the sales team to facilitate smooth onboarding for new customers
• - Gather customer feedback and testimonials to help improve our products and services
• - Stay up-to-date with new features, updates, and best practices for the SOFMEDICA platform
• - Participate in ongoing training programs to enhance technical skills and product knowledge
• - Contribute ideas for improving customer support processes and service quality

Field Engineer

• Perform installations, inspections, planned maintains and on time service interventions
• Prepare required technical documentation and keep device inventories updated, spare parts stock management
• Update with the product portfolio knowledge for all Business Groups and get the required certification to perform the service activity
• Participate in the process of analyzing the technical requirements of the clients
• Provide technical training and develop training materials for clients
• Contribute to the technical service audits readiness
• Reporting of the service activities (Service Report, Service Activities Register, Annual Technical Inspection Plan, List of installed devices)
• Respond politely, promptly and professionally to partner requests in line with company guidelines

Service Engineer

• Manage and maintain the company’s **Quality Management Systems (QMS)** in accordance with **ISO 9001, ISO 13485, ISO 14001**, and other relevant standards.
• Oversee the **handling of complaints and non-conformities**, ensuring timely investigation, documentation, and implementation of corrective and preventive actions.
• Manage and control **certificates, technical documentation, and quality records** to ensure compliance and traceability.
• Supervise **supplier qualification, evaluation, and contract management**, maintaining strong relationships and ensuring compliance with quality and regulatory requirements.
• Coordinate and maintain effective **communication with competent authorities** and regulatory bodies.
• **Participate in internal and external audits**, supporting preparation, execution, and follow-up of audit activities.

Customer Support Representative

Sales Representative

Clinical Solution Sales Representative

Administrative, Compliance & Tender Assistant

Marketing Specialist

Clinical Solution Sales Representative

Service Engineer

Quality & Regulatory Specialist