Lab IT & Applications Specialist (Dia)

Vietnam, Hà Nội, Hanoi

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Drive the IT implementation for the company laboratory software solutions and related professional services and generate new business by developing existing customer accounts. Support the organization in driving customer satisfaction through the delivery of excellent post-sales support and the continuous application of product updates and improvements. Provide expert application knowledge and external training programs.

Essential Duties and Responsibilities

  • Performs initial workflow analysis prior to onsite deployment activities
  • Performs the hardware installation and configuration (including servers, client computers, networking devices…)
  • Performs application installation and Configuration Lab IT products to improve medical lab workflow and meet the needs of the customer
  • Provides on-site technical assistance to troubleshot and rectify the Roche Lab IT products related problem
  • Documents all changes, modifications, scripts/program created on Lab IT software
  • Conducts operator, applications, service training for customers and staff
  • Promotes and demonstrate Lab IT software to customers
  • Provides progress report on project assigned
  • Deliver service, preventive maintenance, software upgrade commitments according to the planned schedule
  • Liaises with Roche Diagnostics Regional, Global to manage technical issues
  • Use the company provided tools to update the relevant information to the system
  • Ensuring at continuity in functions in the event of absence,  by ensuring proper interim handover of duties
  • Documentation control and service reporting eg IQOQ, upgrades, PM checks, configuration (where available)
  • Proactive drive accurate and timely records of the team for all service activities but not limited to maintenance, repair, installations and required software/ hardware updates
  • Perform Techline on-call/ on-site duty assignment.
  • Commitment to meet the customers’ demands regarding travel, after hours working schedule as requested by the line mangers and department managers
  • Provide a communication link between the customer and the company to help ensure that an effective service is provided to the customer
  • Conduct business in full compliance to Behavior in Business, Behavior in Competition, Online and compliant post sale service support

Reporting to: Product manager – Lab IT


Education and/or Experience

  • Bachelor or master Degree in Health/Science/ Computer Science/ Computer Engineering and Information Technology disciplines
  • Multi-national companies experience in the similar capacity level
  • Hands-on knowledge on computer hardware/ networking /Operating Systems / databases and programming languages
  • Preferable with medical laboratory experience
  • Marketing and business development experience will be a plus
  • Project management skill will be a plus

Language Skills: Conversant in both English and Vietnamese (conversational & writing)

Other Skills and Abilities:

  • Multimedia software handling
  • Effective Communication skill
  • Teaching skill

Computer Skills:

  • To perform this job successfully, an individual should have knowledge of Microsoft Office applications
  • Microsoft Windows Server administration
  • Work with a variety of technologies, including local area networks, wide area networks, network segments, intranets, hardware and software

Compliance and Safety Health & Environment

Conduct business in full compliance with Roche Code of Conduct, Roche Behavior in Business, Roche guidelines on Safety, Health & Environment (SHE) and Behavior in Competition as well as Roche Values & Leadership Competencies