Murilo Masson, MBA

Experience

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  BIT COMPANY SCHOOL

  Jan 1995 - Jan 1997

  Trainee and Freelance Instructor

  Key tasks: Support to the teacher Providing and writing educational material

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  FUNDAÇÃO FACULDADE DE MEDICINA DA UNIVERSIDADE DE

  Jan 1998 - Oct 2001

  IT Specialist, Developer and Supervisor of Documentation Services

  Key tasks: Support IT and financial controlling tasks of the XVIII Brazilian Neurology Congress Development of Congress articles' books, multimedia presentations and 35mm slides Web analyzer

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  Brainlab

  Oct 2001 - Aug 2017

  Key tasks:- CAPA expert for Platforms und Digital O.R.- Technical Sales for Digital O.R- Internal Clinical and Technical Trainer - Subject matter expert for R&D and Support- Definition of Support strategies - Development of Support Documentation - Worldwide subject matter expert for Platforms and Digital O.R (3rd level Support)- Transfer product knowledge from R&D into the organisation - Collect, evaluate and provide systematic feedback from various sources to R&D and Marketing on a cyclical basis - Ensure preventative design improvements with special focus on support and customer requests - Participate in product testing during the release process of new or changed devices/applications - Support Customer Care Group with complex cases and complaint investigations - Complete support-specific documentation during the release process of new products in accordance with the release time line. - Maintain content and quality of the Knowledge Database (KDB) - Work with Integration and Business partner cooperation concepts, as applicable - Lead Technical Investigator for SIBA Complaints - Manage all Product Support processes and related topics for own area - Define mandatory training content for internal product training Show less Key tasks and achievements:- International technical Sales support in pre-sales, pre-installation and installation processes.- Supported customers on Clinical Applications, Clinical training and Hardware, including network and operating systems.- Technical reference for DICOM, HL7, HIPAA and IEC 80001 standards- Develop of customized customer network diagrams to document customer installed scenarios- Successful implementation of educational concepts, including internal and customer trainings- Development of technical support management projects o Increase of efficiency on budget definition for new hired employees' tools and trainings. o New training workflow for new hired employees o Creation of processes to pre-installation customer communication and customer network specific information collection Show less

  • Product Support Specialist Digital OR

    Feb 2016 - Aug 2017

  • Senior Application Specialist Platforms/iOR

    Feb 2007 - Feb 2016

  • Product Support Manager Platforms/iORS

    Feb 2005 - Feb 2007

  • Field Support Specialist Latin America

    Oct 2001 - Jan 2005
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  Vision Ophthalmology Group

  Sept 2017 - Aug 2019

  Application Specialist Connectivity

  Product management responsibilities for IBM Watson Health ProductsSolution Architecture Specialist for IBM Watson Health ProductsProduct management responsibilities and Technical Solution Specialist for OP Video SystemCreation of processes to pre-installation customer communication and customer network specific information collection Technical Sales Specialist for Germany and AustriaTechnical reference for DICOM, HL7, IHE, ISO 13485 and IEC 80001 standardsDevelop of customized customer network diagrams to document customer installed scenariosMedizinproduktberater Show less

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  Beckman Coulter Diagnostics

  Sept 2019 - now

  Implement and drive support plans in conjunction with country specialists to enhance efficiency, performance and customer satisfactionCollect and distribute product updates on a regular basisSupport technical escalations and drive a resolution in cooperation with the country specialists and management.Deliver technical service training for support staff of the EU, EEMEA & APAC and distribution partnersLead train-the-trainer plans.Ensure key performance metrics are met or exceeded Show less

  • Staff Technical Trainer

    Aug 2021 - now

  • Product Support Specialist

    Sept 2019 - Aug 2021