Service Engineer - Biomedical Technical Solutions Center - Remote

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Individual is responsible for providing technical phone support to Siemens Healthineers Urinalysis and Diabetes customers and provide timely escalation of unresolved issues to ensure resolution and customer satisfaction. They must possess excellent communication and customer service skills. They will have the ability to develop advanced technical troubleshooting and problem-solving skills for supported product line. They will have the ability to work collaboratively with customer and other internal resources to develop and implement action plans to resolve customer issues. They will be proficient in Microsoft Office Suite including Outlook, Excel, Word, and other applications. Create an open, supportive environment consistent with the culture of Service Based Leadership.

Responsibilities:

Variations in responsibilities will be determined by the management in response to individual modality needs.  Monday -Friday 11:30am-8pm ET

• Demonstrate appropriate customer service skills to improve the customer experience and achieve customer satisfaction by providing troubleshooting to meet issue resolution of our customer needs, dispatching field service where applicable. 

• Primarily responsibilities include but not limited to:

  • Phone Support: Answer incoming support requests from our internal/external customers using Siemens Healthineers Urinalysis and Diabetes instrumentation  

  • Email Support; Monitor personal and group Email boxes including electronic inquiry mailboxes in support of our internal/external customers

  • Queue Support: Monitoring and management of unassigned tickets in product specific queues

  • Ticket Management: Consistent monitoring and ownership of open tickets, by reviewing and taking action on all open tickets to resolve internal/external customer issues to their satisfactions

  • Knowledge Sharing:  Communicate knowledge to inform and/or increase expertise within the RSO

  • Mentoring:  Advises and trains colleagues to advance knowledge and ensure their success on specific product line.

  • Technical Notes:  Creating technical notes for product support OneNote, newsletters etc.

  • Instrument Maintenance:  Helps to support the maintenance of all RSO owned equipment used for training and ‘hands-on’ use.

  • Knowledge Repository Maintenance:  Add/remove/Update information and links on product specific SharePoint site

  • Escalation Support:  Participates in escalation conference calls with field partners to provide guidance and ensure seamless resolution to the customer issues

  • Headquarters Support Escalation Follow-up:  Collaborates with HSC (Next Level Support) to provide additional updates 

• Meet/Exceed individual service level metrics to meet the needs of the external customer/business

• Compliance and accuracy to all Siemens pay and T&E policies

• Compliance to all RSO Procedures/Processes

• Provide on-site customer support as needed, up to 60% (modality dependent)

Knowledge/Skills, Education, and Experience

• + 3 to 5 years practical and specialized experience, or specialized qualification needed in the area of Medical Technology; Biomedical Engineer or Biology

• BS/BA in related discipline (Medical Technology, Biomedical Engineering, Biology) preferred

• Excellent verbal & written communication skills

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