Remote Support Specialist 3 - MI PET - Americas
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. 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.
Requirements
- 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
- Visa sponsorship is not supported for this position.
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
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
