תמיכה

T3 Team Leader

286129

תאריך עדכון

17/07/2022

תיאור המשרה

Job Description

T3 Engineering is the frontline of the Company Tactical Engineering group.

T3 Engineers deliver effective technical and Clinical support by delivering solutions to both internal customers (i.e., Support, Services, Sales…) and external end-users (i.e., physicians, nurses, technicians…) while supporting a wide range of technologies. 

The T3 Engineering group is responsible to investigate and resolve the most complex issues that our internal and external customers are facing with our product modules.

 

As a T3 Team Leader, you will lead a team of T3 Investigators (application specialists) and manage advanced technical support issues escalated by our T1/T2 Support and Services departments, to ensure the team works towards researching and resolving ongoing issues with the company medical systems at live customer hospitals. 

You will also be responsible to work together with Development, QA, Product Management, and Regulation groups to assess and execute required advanced activities on the overall product line.

 

Responsibilities

• Be responsible for the investigations run by the T3 team and Prioritize the team tasks

• Bear responsibility for the quality of the team’s work products and the level of execution

• Take an active part in the hiring and training of new employees

• Work with Manager to define team member’s goals and help them achieve those goals

• Be personally involved in company matters and activities. 

• Sustain a healthy and positive working environment within the team, and with peers in Strategic Engineering, Tactical Development, QA, and Product Management.

• Develop team members professionally and help them increase their value to the company

• Monitor team member's performance 

• Provide feedbacks\alerting T3 manager in case of urgent issues requires immediate attention or product negative trends that need to be treated.

• Maintain SLA, verify it is kept by the team members, and verify  that CRM is constantly updated with the status of investigations

• Participation and leadership of the PRB meetings

• Take an active part in knowledge transfer to internal groups such as T1/T2, Services, etc.

• Participate in Engineering strategic projects (i.e., Beta Projects, Israeli hospitals projects)

• Ability to provide from time-to-time after-hours support (including weekends)

 

Minimum Requirements

• Bachelor of an Engineering degree

• 3+ years of previous experience in similar roles leading technical customer-facing teams in global companies

• Excellent English - written and verbal skills

• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments 

• Basic IT Skills – AD, Network Troubleshooting, Windows servers, FW’s, etc.

• Basic SQL knowledge

 

Advantages:

• 2+ years' work experience with  Cardiology Products

• Experience providing technical support to product support teams, field engineers, and technicians.

• Experience from companies developing products for the health industry

• Experience with HL7 and DICOM processing

• Experience with PACS/RIS/HIS systems (Hospital Information Systems)

• Experience with debugging, troubleshooting, and reproducing issues in a lab

 

Required skills:

• Ability to work well under pressure

• Excellent sense of urgency

• Excellent sense of Accountability

• Ability to work independently

• Excellent analytical, interpersonal, decision making and organizational skills

• Ability to handle and prioritize multiple tasks

• Ability to learn quickly in a high pace, challenging environment

• Ability to conduct training sessions, give presentations, and interface and communicate with co-workers in a clear and professional manner

 

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