Remote Support Specialist-MI
Siemens
Do you want to join us in helping to fight diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.
We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally.
Your tasks and responsibilities:Responsible for incident management of customer support and CSE/CAS support by telephone, e-mail, ticket system, and/or onsite to local service personal/ end-user, mainly in the responsible timezone.
• Register, understand, and solve malfunction of system as well as understand external/internal customer situation • Analyse incidents in close communication/interaction with the external/internal customer • Make use of service history, remote capabilities, collaboration tools, problem solution techniques, services knowledge base, decision support tools, and knowledge sharing within own/cross regional teams • Implement solution or provide action plan, spare parts recommendation, and a follow up of actions with economic piece of mind • Start escalation of problem to Problem Management with consideration of the escalation guidelines and follow up as owner of the incident • Propose knowledge base entries, and known issues to SKB • On request of the local service organisation perform on-site support • Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems in regard to the support of the product, with corresponding interaction with HQ Product Support for product and systems improvement. • Contribute to achieving the Mission, Values, and Vision of the company. Maintain at all times strict compliance to ethical principles and Health, Safety, and Quality norms of the company.
Your qualifications and experience:>5 years experience within service/installation of the related Healthcare systems portfolio knowledge of Clinical/Scientific Workflow within the customer environment is advantagous. For IT related functions > 3 years experience in customer IT support or implementation.
Minimum diploma in Engineering (Electrical and Electronics, Biomedical Engineering etc) or equivalent education and work experience. College English Band 4 or above. With good telephone and English communications skills, both written and oral.
Our global team:We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. We aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways. Our culture:We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.As an equal opportunity employer, we welcome applications from individuals with disabilities.We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.
We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally.
Your tasks and responsibilities:Responsible for incident management of customer support and CSE/CAS support by telephone, e-mail, ticket system, and/or onsite to local service personal/ end-user, mainly in the responsible timezone.
• Register, understand, and solve malfunction of system as well as understand external/internal customer situation • Analyse incidents in close communication/interaction with the external/internal customer • Make use of service history, remote capabilities, collaboration tools, problem solution techniques, services knowledge base, decision support tools, and knowledge sharing within own/cross regional teams • Implement solution or provide action plan, spare parts recommendation, and a follow up of actions with economic piece of mind • Start escalation of problem to Problem Management with consideration of the escalation guidelines and follow up as owner of the incident • Propose knowledge base entries, and known issues to SKB • On request of the local service organisation perform on-site support • Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems in regard to the support of the product, with corresponding interaction with HQ Product Support for product and systems improvement. • Contribute to achieving the Mission, Values, and Vision of the company. Maintain at all times strict compliance to ethical principles and Health, Safety, and Quality norms of the company.
Your qualifications and experience:>5 years experience within service/installation of the related Healthcare systems portfolio knowledge of Clinical/Scientific Workflow within the customer environment is advantagous. For IT related functions > 3 years experience in customer IT support or implementation.
Minimum diploma in Engineering (Electrical and Electronics, Biomedical Engineering etc) or equivalent education and work experience. College English Band 4 or above. With good telephone and English communications skills, both written and oral.
Our global team:We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. We aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways. Our culture:We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.As an equal opportunity employer, we welcome applications from individuals with disabilities.We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.
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