Solution Support Device SME 解决方案支持设备专员

Key Responsibilities

1. Manage and coordinate day-to-day support activities, independently handle and resolve complex support cases submitted by clinical trial sites;

2. Provide technical support for medical devices and associated applications at clinical trial sites; diagnose and resolve complex issues across device connectivity, data acquisition, and transmission;

3. Apply structured root-cause analysis to resolve issues fundamentally, reduce repeat incidents, and continuously improve support quality and site experience;

4. Independently create and maintain knowledge articles, how-to guides, and troubleshooting documentation to improve team efficiency and service consistency;

5. Collaborate closely with teams in the US and Europe to establish and maintain a 7*24h global support model, ensuring timely response to APAC site issues.

Qualifications

1. Bachelor's degree in Life Sciences or a related field, at least 3 Years of working experience in equivalent area;

2. Foundational knowledge and practical experience in clinical trials; CRA (Clinical Research Associate) background is highly preferred; familiarity with end-to-end clinical trial and site operations.

3. Familiarity with commonly used clinical trial medical devices ; experience with device deployment, configuration, calibration, or data acquisition validation is a plus;

4. Strong self-motivation and ability to work independently; capable of operating as the sole regional support member, driving issue resolution proactively, and initiating cross-regional collaboration when needed;

5. Fluent English in speaking, listening, reading, and writing with the ability to collaborate effectively with global teams; excellent cross-cultural communication skills with the ability to clearly explain technical issues to non-technical audiences;

6. Ability to work across time zones in support of the global team.

岗位职责

1. 管理和协调日常支持工作，独立处理并解决临床试验中心提交的复杂支持案例；

2. 为临床试验中心的医疗器械及相关应用程序提供技术支持；诊断并解决涉及设备连接、数据采集和传输方面的复杂问题；

3. 运用结构化的根本原因分析方法从根本上解决问题，减少重复事件，并持续提升支持质量和试验中心体验；

4. 独立编写和维护知识文章、操作指南及故障排除文档，以提高团队效率和服务一致性；

5. 与美国和欧洲的团队紧密合作，建立并维护7×24小时全球支持模式，确保及时响应亚太地区试验中心的问题。

岗位要求

1. 生命科学或相关专业学士学位，在同等领域拥有至少3年工作经验；

2. 具备临床试验的基础知识和实践经验；具有CRA（临床研究专员）背景者优先；熟悉临床试验的全流程及试验中心运营。

3. 熟悉临床试验中常用的医疗器械；具备设备部署、配置、校准或数据采集验证经验者优先；

4. 具有较强的自我驱动力和独立工作能力；能够作为唯一的区域支持人员开展工作，主动推动问题解决，并在需要时发起跨区域协作；

5. 英语听说读写流利，能够与全球团队有效协作；具备出色的跨文化沟通能力，能够向非技术背景的人员清晰解释技术问题；

6. 能够跨越时区工作，为全球团队提供支持。

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.