Support team leader, Ortivus
Join the Support and Delivery team at the Nordic region’s leading supplier of mobile solutions for modern emergency medical care, Ortivus AB. Our customers need reliable, patient-friendly and cost-effective decision support systems to save lives and reduces patient suffering. Ortivus prides itself in providing this service to hospitals and ambulance organizations in Sweden and Internationally. More than 1600 ambulances and 500 hospital beds are equipped with Ortivus solutions.
We are looking for an experienced Support Team leader to join our existing support team based at our Danderyd office in Stockholm. The successful candidate will be able to perform a variety of IT-related tasks, including 2nd Line Support, problem solving, project work, installations, testing and customer training. The support team provides 2nd Line Support primarily for Ortivus’ main product MobiMed and the role will involve regular contact with our customers, including paramedics, nurses, medical engineers, IT staff, and with other IT vendors and partners. You will be helping to support clients over the telephone, remotely and on occasion face to face, on their customers’ site. You will be supporting a wide variety of technologies including Windows desktop systems, Windows Server, Networking, Virtualisation and Application Support amongst others.
Ortivus offers a unique technology environment, a friendly work environment and great opportunities for professional development.
As a Support leader, you work with support, maintenance and installation using remote access tools. It will on occasion involve installation of equipment on site at the customer. Customers are found throughout Sweden and travel is a part of the job. It is a broad nature of the issues that are dealt with: for example, doing troubleshooting and action assessment at the customer, repairs, preventive maintenance, technical support, upgrades and preparing and securing installation material for installations. The role also includes monitoring and follow up of internal and external service and support assignments.
Ortivus has a certified management system for quality, information security and service management (ISO 13485, ISO 27001, ISO 20000-1).
Education, experience and personal qualities
Completed advanced education with technical focus, with specialization in medical technology or equivalent is highly desirable.
Good computer and system knowledge. If you have a technical background in software, it is an advantage.
You express yourself well in speech and writing in Swedish and English.
Merit with experience of similar branch and interest in medical technology.
In order to thrive in the role of support engineer, it is important that you enjoy the role of ambassador for the company and that you want to provide the best service to your customers. You are expected to plan and execute your own tasks in an independent manner. You enjoy working in an environment where the tasks planned for the day can be re-prioritized. You are also very careful to ensure that your work is done correctly.
Main tasks include
- Drive the work to optimize the service and support processes needed to deliver a good service and support to our customers
- Follow up and generate reports on service and support
- Plan service and support visits for the team
- Plan and lead delivery and installation of new / upgraded systems to the customer
- Perform service and support visits to the customer
- Reactive maintenance
- Preventive maintenance
- Carry out support via remote access to equipment placed with the customer
- Perform remote access installations
- Report Service Level Agreements (SLA) to customers according to support agreement
- Follow up and lead investigations for corrective and preventive actions
- Carry out delivery and product training at the customer
- Participate in annual technical training for external customers
Start: As soon as possible.
Application closes: 2019-04-30
Send application to: email@example.com
We will start interviewing candidates as soon as we receive applications, before closing date.
Ortivus is a listed company on NASDAQ OMX and was founded in 1985. It is based in Danderyd (Stockholm), Sweden. Ortivus has 25 FTE in Sweden and Great Britain.