Key Responsibilities:
Service Problem Analysis & Resolution:
- Analyze and resolve complex service problems of C-Arm systems.
- Manage on-site assignments, particularly during challenging customer situations requiring deep technical expertise.
Cross-Functional Collaboration:
- Work closely with R&D and field engineers to exchange technical insights and feedback for product improvement.
- Communicate critical customer situations through defined reporting processes to specialist departments and management.
Problem Management:
- Identify systematic product issues early and initiate corrective measures as part of structured problem management.
- Contribute to the Service Knowledge Base by documenting and sharing acquired technical knowledge.
Product & Customer Advocacy:
- Represent customer service and end-user interests during new product development and installed base management.
- Ensure compliance with regulatory and technical documentation requirements.
Agile Project Execution:
- Verify and implement service requirements within the agile product development process, following the SAFe (Scaled Agile Framework) methodology.
- Collaborate with engineering, quality, and service teams to ensure system updates and maintain traceability throughout the product lifecycle.
Communication & Leadership:
- Maintain proactive communication with internal teams and country management.
- Provide clear, timely updates on service cases, risks, and improvement initiatives.
