Remote Support Engineer - Atellica
About The Position
This role is for a Remote Support Engineer 3 within the Technical Solution Center, a fast-paced, dynamic environment with a strong customer focus. The position offers the opportunity to build on current strengths, acquire new skills, and be a member of a highly impactful team. As a global healthcare provider, Siemens offers a wealth of growth opportunities for motivated individuals. The ideal candidate will exhibit initiative to learn and demonstrate technical expertise in clinical laboratory applications, as well as, the electro-mechanical ability needed to troubleshoot diagnostic laboratory instruments over the phone. Strong computer skills and effective communication over the phone and through written documentation are essential. The candidate must display a positive attitude with both internal and external customers, striving to exceed expectations at all times. They must be able to make sound decisions that promote the interests of both Siemens and the customer, and be a selfless team player and enthusiastic proponent of change. This is a role well suited to an ambitious professional, looking for the next step in their career.
Requirements
- Associate’s or Bachelor’s degree in a science-related or engineering field, or equivalent experience.
- Willing to travel up to 20%
- 3-7 Years Comparable Experience
- Experience in clinical laboratory practice while supporting Atellica/Chemistry/Immunoassay troubleshooting.
- Able to work Evening / night shift hours inclusive of a weekend day.
Nice To Haves
- Med-Tech Degree Preferred
- analytical thinking abilities to support advanced technical troubleshooting and problem-solving skills for assigned product line
- exceptional phone and communications skills to support collaboration with the customer, as well as other internal resources to develop and implement action plans to resolve customer issues
- Proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications
- positive "can-do" attitude in all communications and the ability to thrive as a member of a collaborative, cross-functional team
- Leverages team abilities to best serve the customer, and collaborates with team members and counterparts in other parts of the organization to develop and implement action plans to resolve customer issues
- willing to create an open, supportive environment consistent with the culture of Service Based Leadership
Responsibilities
- Providing phone/email support for internal/external customer, as well as consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool
- Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Atellica/Chemistry/Immunoassay
- Demonstrating exceptional customer service skills to improve the customer experience, and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction
- Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to the customers satisfaction, and if necessary, escalates customer issues to next level support
- Meeting/Exceeding individual service level metrics to meet the needs of the customer/business
- Compliance to all Siemens pay and T&E policies, as well as all RSO Procedures/Processes
Benefits
- medical insurance
- dental insurance
- vision insurance
- 401(k) retirement plan
- life insurance
- long-term and short-term disability insurance
- paid parking/public transportation
- paid time off
- paid sick and safe time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
