Remote Support Specialist 3 - MI PET
About The Position
The Remote Support Specialist 3 serves as a remote support center representative for customers in North America, handling technical calls and incidents involving Siemens MI-PET systems. The role provides remote diagnostic evaluations and technical guidance to customers and field teams, documents calls, and supports incident resolution from routine to highly complex cases. The specialist also interprets technical documentation for service, sales, project management, site planning, and applications groups, and works with headquarters and business-unit partners on escalations, product issues, root-cause identification, and corrective actions. The role involves mentoring junior Remote Support Specialists, disseminating product knowledge, supporting research and reporting of product- or site-specific information, and coordinating support for new product introductions. The successful candidate represents Siemens Healthineers’ service strategy and core values, promotes technical support as a value-added service, and advances individual KPIs and the Onsite-to-Online strategy. Following onboarding and training, the schedule is 11 a.m. to 8 p.m. Eastern Time. The position requires rotating on-call coverage, including weekends and holidays, and approximately 10% travel for customer meetings and technical repair.
Requirements
- Associate degree or vocational training in electronics or biomedical engineering, or equivalent experience.
- More than 5 years of experience repairing Siemens MI-PET equipment.
- Firm knowledge of DICOM and networking.
- Proficiency in typing, Outlook, Excel, Word, and other job-critical applications.
- Ability to travel approximately 10% for customer meetings and technical repair.
- Fluency in English.
Responsibilities
- Provide technical guidance and document customer and Field Service Engineer calls received by the Remote Service Center.
- Perform remote diagnostic evaluations of MI-PET systems.
- Identify problems and develop action plans for highly complex issues and incidents to help field representatives find solutions.
- Anticipate potential problems and provide effective solutions.
- Seek assistance from internal partners for issues outside the assigned product area.
- Work with minimal management direction.
- Independently identify problems, conduct research, and develop, deploy, and delegate corrective actions.
- Mentor junior-level Remote Support Specialists and provide technical operational leadership.
- Help disseminate product knowledge.
- Support the Operations Manager in developing and implementing research to collect and report product- or site-specific information.
- Drive individual KPIs and the Onsite-to-Online strategy to meet customer and business needs.
- Create an open, supportive environment consistent with Service Based Leadership.
- Participate in incident management supporting customers, Field Service Technicians, Installation Engineers, and Applications Specialists remotely or onsite.
- Interpret and clarify technical documents for field service, sales, project managers, site planners, and applications groups.
- Work with headquarters and business-unit partners on technical escalations and product issues to identify root causes and help create corrective actions.
- Coordinate new product introductions as they relate to product support.
- Be available for on-call duty and rotating weekend and holiday work.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Life insurance
- Long-term and short-term disability insurance
- Paid parking or public transportation
- Paid time off
- Paid sick and safe time
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
