Automation Service Engineer / Service Consultant

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The Service Operations Support (SOS) Global Automation engineer provides expert level service and support to the Regional Units primarily for problem management and for more complex incident management of issues escalated by the Regional Support Organization (RSO). This role will also aid in reducing global service cost for automation products.

• This role requires keen problem management and written skills to address and document technical issues that impact the Siemens laboratory automation portfolio. SOS is required to work collaboratively with cross functional partners to achieve a final solution and eliminate root cause.  

• SOS is required to understand all aspects of Siemens Automation products to ensure troubleshooting, repair, issue identification in the form of non-conformance are escalated and processed correctly via Siemens quality complaint handling system. 

• The SOS Global Automation support engineer may respond to the most difficult automation problems either on site or through remote tools.  

• This SOS roles will also use machine data / service data to perform detailed analysis to derive cost saving business cases to meet yearly metrics. 

• The SOS Global Automation support engineer is also the primary liaison between the RSC or DCU (Designated Complaint Unit), for problem clarification with R&D and/or OEM vendors for complaint investigation or confirmation processes. 

• This position is remote under Siemens Healthcare service organization for Laboratory Diagnostics (SHS DX CS-LS SOS IA ESC) and reports directly to the manager of SOS Global Automation for Siemens DX. Requires passport or visa for international travel as needed.

Responsibilities  

• Daily or monthly activities may include the following:  

• Updating / managing complaints to determine if they are non-conformance to ensure the proper process is used for solution generation. 

• Creating and presenting data or information in a way that can drive a business decision to enhance or resolve a product problem identified through the complaint process. 

• Preparing technical meetings by hosting global conference calls, which may include presenting webinars to technical experts via remote conferencing. 

• Creating / reviewing Product Support Troubleshooting Documentation (internal and external) 

• Efficiently troubleshooting system level issues, including hardware, software, Firmware, motor control (Drives) / pneumatics system, CAN / TCIP and control panels. 

• Using proactive tools or data sets to target accounts for remedial action and work cross functionally to formulate an action plan that is implemented by the local support organizations. 

• Working directly with in-house R&D and OEM service to ensure the solution will meet the service or end user’s needs

Required Knowledge/Skills, Education, and Experience 

• Minimum 2 year degree in a technical discipline, Engineering preferred. 

• Project Management experience is a plus.  

• +5 years of experience is required in Engineering / Support discipline. Healthcare Diagnostics is preferred.  

• Experience with automation systems is a plus 

• 10-30 % travel may be required depending on skill level. 

• Strong data analytics from a presentation and troubleshooting perspective. 

• Proficient with Microsoft Excel / PowerPoint / Notepad++ / SQL / graphing / pivot tables. 

• Team participation / leadership skills 

• Strong customer service skills  

• Strong written and communication skills 

• Able to multit