Senior Specialist, Product It, Customer Care

**Key Job Purpose**:
Develop and co-manage the IT strategies for Sysmex in Asia Pacific. Senior IT Specialist supports the Sales/Marketing, Application specialist and Engineer to set optimal conditions in achieving the sales/marketing target of Sysmex’s all business units annually related to IT Products.

In this role, he/she will work with the sales/ marketing team and support Sysmex customers in areas of expertise. He/she will have to work closely with local team, regional team and representatives of business partners to expand business prospects.

**Responsibilities**:

- Product Knowledge
- He/She is responsible to receive/gather in time all information regarding product specifications or modifications of existing products, upgrading or extending existing products. This information is necessary to strengthen product knowledge so that these can be translated and explained clearly to customers / business partners.
- He/She keeps up his/her technical knowledge by making suggestions to the management on which continuing education programs may be useful for him/her.
- He/She must have an advance understanding of Cybersecurity and it’s requirements, and has strong IT skills and knowledge including hardware, software, and networks.

2. Role Description
- Manage and function as a IT technical lead for any internal or external IT implementation or changes.
- Provide support and expert advice to other team as a Product IT technical lead.
- Provide IT related planning and proposal for new or existing system changes for any internal or external IT implementation.
- Provide efficient on-site installations, maintenance, troubleshooting, repairs and updates of healthcare software and operating system.
- Provide pre-sales and post-sales support to end customer, affiliates and business partners.
- Manage end customers cybersecurity enquiries, request, and replies. Able to analyze and evaluate cybersecurity request and provide expert advice to management and end customers.
- Perform periodic preventive maintenance on customer’s installations to ensure software continues to perform reliably.
- Monitor and resolve recurring problems and complaints to ensure ongoing customer satisfaction.
- Maintain and update service record/log in CRM.
- Conduct end-user training to customer in-house or at hospital/laboratory
- Conduct healthcare software and administrator training to affiliates and business partners
- Facilitate development of product knowledge of affiliates and business partners (Eg. Training manual, e-learning material etc.)
- Perform software interfacing testing for new software or new products.
- Able to communicate effectively with customers, peers, and management.

3. Reporting
- He/She prepares and submits a monthly activity report to the Supervisor. This report includes activities done in the past month, issue resolved and to resolve. Task and plan of action for the next 2 months. This monthly report is to be submitted regularly within the 5th working days of the succeeding month.
- After business trip related to customer support, he/she prepares and submits a trip reports to supervisor and country area manager indicating the activities done, recommended action/s, person/s responsible, and other important information which management ought to know. Once prepared, he/she is responsible to ensure that these recommended actions are disseminated to the people concerned for proper implementation. Outcome of the said action/s should be followed up by him/her. Business trip that is for meetings or training purpose will not require submission of trip report.

**Requirements**:

- Diploma or Bachelor of Science Degree in IT or equivalent
- At least 5-8 solid years of experience in IT implementation, preferably in Medical Industries.
- Extensive knowledge of information technology and with major Microsoft operating systems. E.g. Win 7, Win 10 etc.Attention to details and ability to diagnose complex problems.Ability to coordinate at multiple levels and provide great customer service.

Taking ownership of all IT related issues
- Maintains at all times the highest standards of professional and personal conduct, in thoughts, in words, & in actions
- Knowledge of Laboratory process and workflow. Knowledge of laboratory middleware and laboratory information systems
- Travel Requirement: Able to travel estimate about 20% to 50% per year. (Local and Overseas)
- May need to work after office hours occasionally

**ALL APPLICATIONS WILL BE TREATED WITH THE STRICTEST CONFIDENTIALITY**: