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Company:                   Siemens Medical Solutions USA, Inc.   

Location:                     40 Liberty Blvd., Malvern, PA 19355; 100% remote work permitted. Approximately 10-15% travel throughout North and South America.

Position Title:              Service Technician

Hours:                         Monday – Friday, 8:00 am to 5:00 pm, 40 Hours/Week

Summary of Duties:    Provide product support remotely or on-site. Proactively monitor systems using Siemens Remote Services. Share expert advice, training, and technical assistance to support staff and train lower level employees. Successfully demonstrate leading-edge or extensive knowledge in a technical specialty. Monitor the ongoing field actions and managing the escalation process to ensure customer satisfaction is maintained and business outcomes are achieved. Interact with Customers and Customer Service Engineer's to provide remote support. Utilize Good Documentation practices to record work performed. Dispatch notifications to Customer Service Engineer's and provide quality action plans. Use remote diagnostics to troubleshoot and resolve technical issues. Follow escalation process and communicate with HSC. Provide feedback to the factory regarding system performance. Be willing to work 2nd shift and work On-call when necessary. Diagnose and resolve external Siemens Healthineers customer system level issues utilizing the Siemens Healthineers proprietary Common Remote Services Platform tool. Extensive knowledge of system level event log analysis and interpretation is required. Formulate corrective measure action plans for our Customer Service Engineers for systems that cannot be remotely resolved. Verify Action Plan accuracy by utilizing the Knowledge Base library, Computer Based Documentation, and the Remote Service Center Assistant. Recommend the required parts to repair the customers system on the first visit by the Field Service Engineer, allowing us to meet our key metric. Provide second level technical support to Siemens Healthineers customer facing internal customers. Provide timely incident escalations to our Headquarters Fleet Care team when required. Manage escalated incidents in our ticketing system Peak@Sense daily to provide rapid resolution to our customer facing employees. Properly manage your phone states withing the Genesys platform. Follow Siemens Guidance Document 39 and file PSI (product safety) and PPI (product improvement) when customer reported incidents warrants submission, meeting FDA requirements. Provide standby (on-call) support to internal and external customers when outside of our operating hours of 8am to 8pm est. External customer support region includes all North and South America. Internal Customer Service Engineer support is rest of world. Complete all required Siemens Healthineers Learn 4 You trainings with ZERO pastdue. High speed, broadband internet is required for this position. No DSL or satellite internet service providers accepted. Position will provide support for the following current Siemens Healthineers X-ray Product (XP) platforms: Ysio X.pree, Ysio Max, Ysio, Lu mi nos Agile Max, Axiom Luminos Agile, Lotus Max, Axiom Luminos dRF, Luminos dRF Max, Multix Impact, Artpix, Multix Select, Multix Fusion Max, and Multix Fusion Digital and Analog. Approximately 10-15% travel throughout North and South America.

Qualifications:             The position requires an Associate’s in Biomedical Engineering, Electronics Engineering, Electrical Engineering or a related field, as well five (5) years in the job offered or an acceptable alternate occupation. The position requires experience with the following skills: experience working on XP-RF systems; ability to troubleshoot and fix problems remotely using Siemens Remote Services; Axiom family of fluoroscopic equipment including but not limited to Axiom Luminos dRF, dRF Max, Luminos Agile and Agile Max; Fluorospot Compact and Syngo training; Multix Impact family of products.

Who we are: We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Healthineers’ specific businesses, please visit our company page here.

As an equal opportunity employer, we welcome applications from individuals with disabilities.

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