Remote Support Specialist 3 - MI PET - Americas

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Summary:

Act as a remote support center representative for our customers in NAM. Continually demonstrate soft skills competency, phone etiquette and professionalism during technical call center operations. Participate in incident management ranging from rudimentary to highly complex in support of customers, Field Service Technicians, Installation Engineers or Applications Specialists remotely or onsite. Interpret and clarify technical documents for the field service organization, sales organization, project managers, site planners and applications group. Work directly with headquarters or business unit partners to provide feedback for technical escalations and/or product issues to drive root cause identification and assist in the creation of corrective actions. Properly represent Siemens Healthineers Service Strategy and Siemens core values. Promote the technical support organization as a value-added process to internal and external partners. Coordinate new product introductions as they relate to product support.

Responsibilities:

• Technical guidance and documentation of customer and Field Service Engineer calls placed with the Remote Service Center

• Remote diagnostic evaluations of MI-PET systems

• Identify problems and provide action plans for highly complex problems and incidents to aid field representatives in finding solutions

• Preempt potential problems and provide effective solutions

• Seek assistance from internal partners for issues that reach beyond assigned product area

• Work with minimal direction from management

• Independently identify issues or problems, perform research, develop, deploy and delegate corrective actions

• Mentor and provide technical operational leadership to junior level RSS

• Contribute to disseminate product knowledge

• Provide support to Operations Manager in the development and implementation of research designed to collect and report product or site-specific information

• Drive individual KPIs and Onsite-to-Online strategy to meet the needs of the customer/business

• Creates an open, supportive environment consistent with the culture of Service Based Leadership

• Must be willing to be on call and work rotating weekends/holidays

Required Knowledge/Skills, Education, and Experience:

• Associates degree or vocational training in Electronics or Biomed Engineering (or equivalent experience)

• More than 5 years of experience in repairing Siemens MI PET equipment

• Firm knowledge of DICOM, networking

• Proficient skills in typing and Outlook, Excel, Word and other job critical applications  

• Travel required for customer meetings and technical repair ~ 10%

• Must be fluent in English

After onboarding and training, the shift for this position will be 11am – 8pm EST

Note: Visa sponsorship is not supported for this position.

Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Siemens Healthineers businesses, please visit our company page here.

The base pay range for this position is:

$75,660 - $104,027

Factors which may affect starting pay within this range may include geography/market, skills, education, experien