Customer Support & Deployment Specialist

Job Summary

The Support & Deployment Specialist is a key member of the Operations team, responsible for deploying new installations, upgrading existing solutions, and providing advanced on-site support for complex technical issues. This role ensures seamless operations and an exceptional customer experience by collaborating closely with customers, field engineers, and internal teams, while also contributing to project delivery, system optimisation, and the sharing of IT best practices.

Job Description

Position:

Support & Deployment Specialist

Reports to:

Operations Manager Eindhoven

Department:

Operations

Last updated:

20/12/2025

The Role:

The Support & Deployment Specialist is a key role in the Operations team based in our Eindhoven office in the Netherlands. This role is responsible for deployment of new installations and upgrades of existing solutions and local support activities, ensuring seamless operations and exceptional customer experience.

Initial support (1st / 2nd / 3rd line) is handled by the UK support desk, while this position takes ownership of complex issues that cannot be resolved online or require intensive customer interaction. Your responsibility is to maintain customer interaction to solve issues and achieve the highest standard in customer success for our solutions, both on site as well as using phone / digital communication.

In addition to technical support, this role plays a key part in project delivery. Working alongside field engineers who handle assembly and installation, you will define solutions together with the customer ensuring customer tailored solutions and a smooth implementation. Together with our international deployment team you are the key communicator to the customer.

You will engage directly with customers, think from their perspective, and prioritise patient safety and hospital needs while delivering solutions. A key part of the role is solving customer problems with creative customer first solution leveraging the strong points of our solution. Furthermore, you will assist the service engineers with advanced trouble shooting and diagnostics to ensure solutions are in optimal working order both from an availability and a performance perspective. Timely identification, diagnosis and ultimately resolution of issues is of paramount importance.

You will also have a responsibility to contribute towards the management of internal systems, general IT and the sharing of IT best practises. The role holder should have a keen interest in network fundamentals and be keen to learn and develop their skills.

Key Duties and Responsibilities
Customer Engagement & Problem Ownership:

• Act as the primary technical contact for complex issues escalated from the UK support desk, taking full ownership of problems that require on-site presence or intensive customer interaction.

• Maintain proactive and ongoing communication with customers to understand their needs, ensuring a customer-first approach that prioritises patient safety and hospital requirements.

• Deliver exceptional standards of customer service both on-site and via phone or digital channels, building strong professional relationships and trust with hospital staff and stakeholders.

• Collaborate with management and support teams to escalate and resolve queries and complaints efficiently, always aiming for the highest standard in customer success.

Advanced Technical Support & Troubleshooting:

• Provide expert-level technical support for the deployment, maintenance, and optimisation of solutions, addressing issues that cannot be resolved remotely.

• Diagnose and resolve complex incidents across network, server, and application layers, performing advanced troubleshooting and root cause analysis to implement permanent fixes.

• Assist service engineers with in-depth diagnostics, ensuring solutions are operating at peak availability and performance.

• Ensure all support activities are accurately documented in ticketing systems, maintaining compliance with SLAs and internal standards.

Deployment & Solution Implementation:

• Lead the deployment of new installations and upgrades of existing solutions, working closely with field engineers responsible for assembly and installation.

• Define and tailor solutions in collaboration with customers, ensuring smooth implementation that meets specific hospital and patient needs.

• Work closely with the UK team to design and deploy the product in full alignment with the customer’s requirements.

• Validate deployments through rigorous testing, ensuring all solutions are fully operational and compliant with security and regulatory requirements.

Project Delivery & Coordination:

• Play a key role in project delivery, supporting the Operations Team Lead in planning and executing implementation projects. Together you organise and communicate site activities with customers, ensuring clarity on schedules and expectations.

• Coordinate with field engineers and internal teams to ensure timely delivery of project milestones, including procurement, assembly, configuration, testing, and site preparation.

• Keep customers informed of project progress, risks, and issues, maintaining close engagement until successful project completion.

System Monitoring & Optimisation:

• Support the support desk with their proactively monitoring of networks and systems using in-house tools, analysing health metrics to identify trends, risks, and opportunities for improvement.

• Conduct capacity planning and performance tuning to prevent downtime and ensure infrastructure can support future growth and hospital demands.

• Collaborate with engineering teams to fine-tune performance, apply updates, and recommend upgrades or automation for operational excellence.

Internal Systems & Best Practice Sharing:

• Contribute to the management and optimisation of internal IT systems, supporting general IT activities and sharing best practices across the team.

• Demonstrate a keen interest in network fundamentals and actively pursue opportunities for learning and professional development.

• Support the adoption of IT best practices within the organisation, fostering a culture of continuous improvement and knowledge sharing.

Qualifications, Experience and Skills Required

Essential:

• Good communication skills with a strong customer service focus and understanding of the key principles of delivering excellent customer service
• Proficient keyboard skills, ability to navigate multiple screens simultaneously, accurate data entry.
• Analytical and efficient problem-solving skills
• Proven ability to work collaboratively with the team to meet performance and customer service targets.
• Ability to perform basic calculations accurately and write clear, concise notes.
• Good verbal and communication skills and able to effectively communicate with staff, patients, visitors, and colleagues.
• Efficiently manage personal workload on multiple internal and external campaigns
• Ability to break out of old habits in decision-making and problem-solving
• Basic understanding of GDPR compliance
• Reliable, honest, trustworthy, discreet, and professional approach to work at all times
• Self-motivated with high levels of energy, dedication, and commitment to meeting goals.
• Basic understanding of risk, compliance, policies, and procedures relevant to the role.

Desirable:

• Full driving licence
• Microsoft accreditations
• Cisco CCNA / Network skills
• MDM experience

Worker Type

Temporary (Fixed Term)

Number of Openings Available

1