Service Engineer - Biomedical Technical Solutions Center - Remote

Siemens Healthineers

31d • 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. Individual is responsible for providing technical phone support to Siemens Healthineers Blood Gas customers and provide timely escalation of unresolved issues to ensure resolution and customer satisfaction. They must possess excellent communication and customer service skills. They will have the ability to develop advanced technical troubleshooting and problem-solving skills for supported product line. They will have the ability to work collaboratively with customer and other internal resources to develop and implement action plans to resolve customer issues. They will be proficient in Microsoft Office Suite including Outlook, Excel, Word, and other applications. Create an open, supportive environment consistent with the culture of Service Based Leadership.

Requirements

• 3 to 5 years practical and specialized experience, or specialized qualification needed in the area of Medical Technology
• Excellent verbal & written communication skills

Nice To Haves

• Biomedical Engineer or Biology BS/BA in related discipline (Medical Technology, Biomedical Engineering, Biology) preferred

Responsibilities

• Demonstrate appropriate customer service skills to improve the customer experience and achieve customer satisfaction by providing troubleshooting to meet issue resolution of our customer needs, dispatching field service where applicable.
• Phone Support: Answer incoming support requests from our internal/external customers using Siemens Healthineers Urinalysis and Diabetes instrumentation
• Email Support; Monitor personal and group Email boxes including electronic inquiry mailboxes in support of our internal/external customers
• Queue Support: Monitoring and management of unassigned tickets in product specific queues
• Ticket Management: Consistent monitoring and ownership of open tickets, by reviewing and taking action on all open tickets to resolve internal/external customer issues to their satisfactions
• Knowledge Sharing: Communicate knowledge to inform and/or increase expertise within the RSO
• Mentoring: Advises and trains colleagues to advance knowledge and ensure their success on specific product line.
• Technical Notes: Creating technical notes for product support OneNote, newsletters etc.
• Instrument Maintenance: Helps to support the maintenance of all RSO owned equipment used for training and ‘hands-on’ use.
• Knowledge Repository Maintenance: Add/remove/Update information and links on product specific SharePoint site
• Escalation Support: Participates in escalation conference calls with field partners to provide guidance and ensure seamless resolution to the customer issues
• Headquarters Support Escalation Follow-up: Collaborates with HSC (Next Level Support) to provide additional updates
• Meet/Exceed individual service level metrics to meet the needs of the external customer/business
• Compliance and accuracy to all Siemens pay and T&E policies
• Compliance to all RSO Procedures/Processes
• Provide on-site customer support as needed, up to 60% (modality dependent)

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level