Service Engineer - Biomedical Technical Solutions Center - Remote

Siemens Healthineers is a leader in medical technology, dedicated to pioneering breakthroughs in healthcare. The Service Engineer will provide technical phone support to customers in the Urinalysis and Diabetes sectors, ensuring timely resolution of issues and maintaining high customer satisfaction through effective communication and problem-solving skills.

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)

Requirements:

• • 3 to 5 years practical and specialized experience, or specialized qualification needed in the area of Medical Technology; Biomedical Engineer or Biology
• Excellent verbal & written communication skills
• Ability to develop advanced technical troubleshooting and problem-solving skills for supported product line
• Ability to work collaboratively with customer and other internal resources to develop and implement action plans to resolve customer issues
• Proficient in Microsoft Office Suite including Outlook, Excel, Word, and other applications
• BS/BA in related discipline (Medical Technology, Biomedical Engineering, Biology) preferred