Technical Support Technician 4 - Magnet RSC

Siemens • Cary, NC

499d

About The Position

As a Technical Support Technician 4 at Siemens Medical Solutions USA, Inc., you will play a crucial role in providing technical support for Magnet systems manufactured by Siemens Healthineers. Your primary responsibility will be to assist customers and Field Service Engineers (FSEs) by diagnosing and repairing issues remotely using tools such as Help Lightning. You will be tasked with creating notifications for incoming calls from FSEs or customers, ensuring that all work performed is documented in real-time task management systems. Proactive monitoring of Magnet Cooling systems will be part of your duties, where you will utilize remote monitoring services to identify and address high liquid Helium boil-off rates, providing recommendations based on your findings. In addition to remote support, you will be responsible for initiating escalation processes for critical issues, ensuring compliance with established processes, and conducting retrospective analyses of escalations. You will also be expected to provide detailed explanations and presentations of outcomes to both internal and external stakeholders. On-site support for local service teams may be required for equipment repairs, and you will need to be available for on-call or standby duties, as well as travel outside your assigned area as scheduled by the Operations Manager to fulfill customer contract obligations and respond to emergencies. Collaboration is key in this role, as you will work in cross-functional teams alongside factory and product support teams to enhance serviceability and documentation. Participation in training sessions and workshops will also be part of your responsibilities, and you should be prepared to work various shifts, including standby and weekend rotations. The position may require up to 10% domestic travel and 5% international travel, making flexibility an important aspect of this role.