DHS Technical Services Specialist

Job Overview

As a Digital Health Solutions (DHS) Technical Services Specialist for T-DOC and Tegris, your primary focus will be on managing project planning, installation, and aftersales services for hospital clients in Southeast Asia and India. You will deliver these activities directly or in collaboration with partners and distributors to ensure solutions are implemented in compliance with company standards and regulatory requirements, while achieving the highest level of customer satisfaction.

Job Responsibilities and Essential Duties

Project Implementation:

• Manage project implementations from planning through installation, testing and commissioning (T&C), and final handover.
• Conduct comprehensive user training sessions following successful installation to ensure effective and proficient system utilization.
• Maintain thorough documentation for all project phases, including customer milestone sign-offs and acceptance records.

After Sales Support:

• Perform system maintenance, software updates, and upgrades, either remotely or on-site as required.
• Provide timely and effective after sales support by identifying, troubleshooting, and resolving customer issues.
• Maintain detailed documentation of all ongoing service issues in the local system, including issue descriptions, resolutions, and follow-up actions.
• Carry out all activities in accordance with company protocols and regulatory requirements.

Service Level Agreements (SLAs):

• Prepare SLAs in line with company standards and customer requirements.
• Ensure customer requests are fulfilled within the agreed timelines and conditions defined in the SLAs.
• Support upselling opportunities with existing customers by identifying potential needs and providing consultative recommendations.

Technical Support to Sales team as and when required:

• Provide technical support to the Sales team during quotation and tender phases by proposing cost-effective solutions that meet customer needs and requirements.
• Support the Sales team with technical presentations and product demonstrations, ensuring clear and effective communication of product and service features and benefits.

Minimum Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 3 to 5 years of relevant experience in healthcare IT, network, or digital health solutions.
• Experience with healthcare integration projects and clinical workflows is highly desirable.
• Experience troubleshooting software, hardware, and network-connected systems.
• Strong English communication skills, both written and verbal.

Required Knowledge, Skills and Abilities

• Healthcare IT systems, digital health solutions, and hospital workflows
• Hospital Information Systems (HIS), Electronic Medical Records (EMR/EHR), and systems integration.
• Hospital interoperability standards and protocols.
• Experience working within CSSD (Central Sterile Services Department) and Operating Room (OR) environments.
• Networking fundamentals (TCP/IP, VPN, LAN/WAN).
• Server administration and SQL.
• Windows operating systems, software deployment, and system integration.
• Service management, SLAs, and regulatory/compliance requirements.

Skills

• Technical troubleshooting and problem resolution.
• Project management and implementation coordination.
• Customer training and technical presentations.
• Documentation, reporting, and stakeholder management.
• Strong communication and customer-facing skills.

Abilities

• Manage projects independently from planning through customer acceptance.
• Work collaboratively with sales teams, customers, distributors, and partners.
• Communicate technical concepts effectively to both technical and non-technical audiences.
• Prioritize multiple tasks while maintaining high customer satisfaction.
• Identify service improvement and upselling opportunities.
• Ability to forge and maintain relationships with customers.