Remote Support Engineer - Dimension Products

Siemens Healthineers is a global healthcare provider dedicated to pioneering breakthroughs in healthcare. The Remote Support Engineer will provide phone and email support for customers, demonstrating technical expertise in clinical laboratory applications and ensuring customer satisfaction through effective troubleshooting and documentation.

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 Dimension systems
• 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 RSC Procedures/Processes

Requirements:

• Associate's or bachelor's degree in a science-related or engineering field, or equivalent experience
• 3-7 Years Comparable Experience (Med-Tech or Engineering Degree, Healthcare Experience)
• Strong computer skills
• Ability to communicate effectively over the phone and through written documentation
• Demonstrated initiative to learn and technical expertise in clinical laboratory applications
• Electro-mechanical ability needed to troubleshoot diagnostic laboratory instruments over the phone
• Exceptional customer service skills
• Ability to make sound decisions that promote the interests of both Siemens and the customer
• Selfless team player and enthusiastic proponent of change
• Willingness to travel up to 20% (primarily for training purposes)
• Working Hours: 3rd shift including at least 1 weekend day
• Analytical thinking abilities to support advanced technical troubleshooting and problem-solving skills for assigned product line
• Exceptional phone and communications skills to support collaboration with the customer and other internal resources
• Proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications
• Positive 'can-do' attitude in all communications
• Ability to thrive as a member of a collaborative, cross-functional team
• Willingness to create an open, supportive environment consistent with the culture of Service Based Leadership