Remote Support Engineer - Atellica

Siemens Healthineers

12d•$75,660 - $104,027•Remote

About The Position

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. The Technical Solution Center is a fast-paced, dynamic environment with a strong customer focus, offering the right candidate 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. Our 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. You must possess strong computer skills and be able to communicate effectively over the phone, and through written documentation. As a Candidate you must display a positive attitude with both internal and external customers, striving to exceed expectations at all times. You must be able to make sound decisions that promote the interests of both Siemens and the customer. Candidate must 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. (Med-Tech Degree Preferred)
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

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
A 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