Remote Support Engineer - Atellica/Chemistry/Immunoassay

Siemens Healthineers is a global healthcare provider focused on pioneering breakthroughs in healthcare. They are seeking a Remote Support Engineer to provide technical support for clinical laboratory applications, troubleshoot diagnostic laboratory instruments, and ensure customer satisfaction through exceptional service.

Responsibilities:

• Providing phone/email support for internal/external customer, as well as, consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool
• Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Atellica/Chemistry/Immunoassay
• Demonstrating exceptional customer service skills to improve the customer experience, and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction
• Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to the customers satisfaction, and if necessary, escalates customer issues to next level support
• Meeting/Exceeding individual service level metrics to meet the needs of the customer/business
• Compliance to all Siemens pay and T&E policies, as well as, all RSO Procedures/Processes

Requirements:

• Must possess strong computer skills and be able to communicate effectively over the phone, and through written documentation
• Must display a positive attitude with both internal and external customers, striving to exceed expectations at all times
• Must be able to make sound decisions that promote the interests of both Siemens and the customer
• Must be a selfless team player and enthusiastic proponent of change
• Preferred candidate must have Associate's or Bachelor's degree in a science-related or engineering field, or equivalent experience
• Willing to travel up to 20%
• 3-7 Years Comparable Experience
• Possible overnight hours inclusive of weekends
• You have analytical thinking abilities to support advanced technical troubleshooting and problem solving skills for assigned product line
• You have exceptional phone and communications skills to support collaboration with the customer, as well as, other internal resources to develop and implement action plans to resolve customer issues
• You are proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications
• You have a positive 'can-do' attitude in all communications and the ability to thrive as a member of a collaborative, cross-functional team
• Leverages team abilities to best serve the customer, and collaborates with team members and counterparts in other parts of the organization to develop and implement action plans to resolve customer issues
• You are willing to create an open, supportive environment consistent with the culture of Service Based Leadership