Provides applications and solutions to the optimum extent
Provides comprehensive troubleshooting for using applications and solutions focused on specific customer questions
Acts as an interface between customer and provider of application to solve customer problems and enhance the application with new features
Submit and follow up on PPI and/or PSI incidents and II suggestions.
Comply with all processes required for documentation of all interactions with customers utilizing SAP and PEAK for escalations to HSC team
Work closely with HSC team to resolve escalated issues and provide feedback and updates to customers
Work closely with local and regional service team providing applications support during service visits, remote assistance or system maintenance and upgrades
In time response to all customer issues providing positive impact on operational metrics such as the Live Answer Rate and Remote Resolution Time
Support Field Application and the Field Service team to assist in system configuration, as needed
Complete all online E-Learning courses on time
Document new procedures and known problem fixes in Service Knowledge Base/SKB

BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.
Certification may be required in some areas
Well-rounded knowledge of Siemens mammography systems including stereotactic biopsy.
Must be able to support at least 70% of current product line.
No major product training gaps
Must be flexible to cover the standard shift 8:00am – 7:00pm EST and willing to adjust work shift as needed

Application Services Engineer – X-Ray Products

Key skills