Technical Support Center Leader - RPS

Job Description

Description de l'emploi

Stellenbeschreibung

工作描述

General mission 
As member of the Technical Support Center, your mission is to ensure a consistent level of effective technical support for all IBA customers (PT, RPS, Industrial) under operations worldwide. To accomplish that goal, you will develop proactive technical monitoring, collect and capitalize the experience in order to provide the state-of-the-art remote assistance.

Main tasks 
Draw the job

• Adapt the TSC experience and processes to RPS organization and build with the rest of the team what will allow a consistent support to all RPS customer 24/7. (Escalation, Tools, Reporting, Training, Communication …)

Provide technical assistance to RPS customers

• Scope: During your working time, you will aid all RPS customers
• First line support in the event of a service impacting incident to provide guidance with respect to troubleshooting and diagnosis. If needed ensure escalation to the right level of expertise.
• Provide support to operational activities on site of IBA FSE
• Escalate the support when needed to the Second line or to the Key account manager
• Execute specific remote maintenance (e.g. To be defined)
• Document the support

Capitalize on experience

• Ensure capitalization and communication of return on experience after downtime resolution.
• Feed the RPS R&D team with all improvement actions to prevent recurrence of identified failures.
• Feed the troubleshooting trees with the appropriate suggestions of action.

Grow the expertise

• Grow your own expertise on the RPS machines and train the team.

Provide technical assistance to other BU-customers

• With the support of the team and the Knowledge Database and after being trained, provide support to other BU-customers.
• Grow your own expertise in the other BU-machines.

 
Working Conditions

• Location: the team is spread over different continents (USA, Europe, Asia) to provide support to all time zones. This position will be located in Europe.
• Depending on your geography, you will work either in IBA regional headquarters, or at home.

You will work primarily on day shift (an occasional afternoon or night shift may be required).  You must be prepared and willing to adjust to a schedule including weekends (with appropriate shift rotation).

Profile

Profil

Profil

简介

You have or about to have:

• Experience of at least 3 years in technical domain (operation, maintenance, troubleshooting equivalent experience) on radio-pharmaceutical accelerator. 
• You are based in Europe.
• Good knowledge of IBA logs.
• Good knowledge of RPS CS processes & procedures.
• Good analytical skills to identify root cause of issues.
• Excellent familiarity with a structured trouble shooting methodology
• A good knowledge of Service management tools (eg : CMMS, SAP, …).

And you are:

• a customer-oriented person with very good communication skills in English.
• comfortable with remote working / connection and communication.
• Methodical disciplined, and willing to work autonomously.
• Able to manage multiple tasks simultaneously with the ability to switch seamlessly from analysis tasks to urgent requests for immediate assistance.
• fast learner and available to be trained (might require some travelling).
• willing to take up new challenges.

a flexible person and a team player

Company

Société

Unternehmen

公司

Who are we?
  
IBA RadioPharma Solutions: Accurate diagnosis for better treatment strategies 
Our technology contributes to accurate diagnosis in Oncology, Cardiology and Neurology by offering high-quality equipment such as cyclotron solutions, targetry systems, synthesizers, control systems for radiopharmaceuticals production. 
With more than 300 cyclotrons and over 600 Synthera® chemistry modules throughout the world we have a longstanding expertise in setting up tailormade radiopharmaceutical production centers and providing our expertise in project conception, equipment integration, process validation, training and operations.  
 
Sustainability commitment   
 
As a company, we are focused on striking the right balance between our stakeholders: increasing our market share and the return for our shareholders, improving the quality of life of our customers, patients and employees, and contributing to the well-being of our society, while also maintaining and restoring our planet’s health.

“Since 2021, IBA is recognized as a certified B Corporation (or B Corp). B Corps are companies that promote ‘business as a force for good’, balancing profit and purpose. They meet the highest standards of social and environmental performance, public transparency, and legal accountability.”

Our RadioPharma Solutions are targeted towards the same objective of making early cancer diagnosis more accessible around the world, significantly increasing the chance of survival of patients.
Check out our webpage sustainability to find out more!
 
Innovation at the core of IBA RadioPharma solutions  
 
Our teams support hospitals and radiopharmaceutical distribution centers and they are focusing their passion and energy to shape the future and lead innovation projects by offering our customers adjustable production solutions.  
The new Cyclone® KIUBE combined with the new version of the Synthera®+ automated synthesizer produce the widest range of radioisotopes and expand the production significantly.  
IBA Radioisotope is proud to play a key role in major public and private projects such as MYRRHA project, aiming to design a new sub-critical nuclear reactor, and in building the new generation of accelerators to make radio-isotopes for cancer treatment; or in personalizing radiotherapy with the Theragnostic approach.  
 
If you want to discover the new technologies we are working on as well as our different business unit, read our new brochure 


 

Offer

Offre

Angebot

聘用意向书

The identity of IBA is characterized by a group of colleagues driven by motivation, curiosity, creativity, the desire to learn on a daily basis, by technical challenges and above all by a highly developed team and family spirit that makes the daily life smoother and more enjoyable!
 
By joining a team of about 40 nationalities and working on more than 45 different sites on 3 continents, IBA offers you the opportunity of a meaningful career with a direct impact in the fight against cancer.​
 
We are driven by: ​

• Innovating in a cutting-edge technology environment ​
• Developing professional and personal skills by learning on the Job; by participating in challenging projects; top class courses ​
• Evolving in a friendly culture environment based upon solid values (dare - share - care - be fair) ​
• Acting autonomously and belonging to motivated teams with good work-life balance ​
• Contributing to a company where sustainability, safety and well-being are key to our success

If you are passionate, cause-driven, you can make this quest yours by joining our dedicated colleagues and give your career a new meaning.