SSME CS Remote Support Specialist – MR Application
4 weeks ago
Do you want to join us in helping to fight the world's most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.
We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally.
What are my responsibilities
Product application service, support and monitoring
Responsible for 2nd level incident support (and/or 1st Level incident support for clinical application related functions) by telephone, ticket system, e-mail and/or onsite to local service personal, mainly in the responsible time zone.
Contacts (internal/external): Field Service Personal, Customer Care Center, Service Managers, Regional Support Center colleagues, HSCs and development team of the responsible Business Units
External Service partner and customer, Hospital Clinical Administrator, End users
Responsibility / Tasks:
Lead/participate the introduction of new products within the region, if requested and demonstrate high degree of Clinical/Scientific expertise for relevant modality aspects of designated Siemens Healthcare products.
Receive telephone, email and GSMS notification and take necessary action by using problem solution techniques, setting priorities and as required, follow the complaint handling and escalation guidelines with prompt attention to internal and external requests, to escalate problems to HSC.
Analysis of the incident with help of the local applications personnel, remote diagnostic, data analysis and the knowledge database.
Take necessary action and document it all in the Service ticketing system with the necessary follow up action.
Responsible for customer satisfaction of the modality, demonstrating proactive attitude and actions to optimize performance and their perception (e.g. proactive checking of high "cost instruments" and developing specific action plans). Develop and maintain relationships with top customers and opinion leaders.
Start escalation to the CS Headquarter Support Center (problem management) with consideration of the escalation guideline.
On request of the local service organization perform on-site support.
Documentation of the solution and propose new cases to the knowledge database.
Lead regular regional teleconferences and regularly participate in global or regional conference calls and or Exchange/ Focus meetings. Actively transfer applications knowledge into and around RSC support team to keep a well-balanced skills profile thus maintaining a high quality of service.
As required and on behalf of Product Education, perform Initial and/or Advanced Training for Customers and/or Field Applications personnel alike on site and in formal classroom settings, and lead Regional Workshops.
Contribute to achieving the Mission, Values, and Vision of the company. Maintain at all times strict compliance to ethical principles and Health, Safety, and Quality norms of the company.
Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems in regard to the applications support of the product, with corresponding interaction with HQ Product Support for product and systems improvement.
Competence
Experience in solving complex problems by using structured solving methods
Very good clinical workflow know-how for the corresponding modality
Good interpersonal skills, professional attitude, excellent teamwork and organizational skills
Good telephone and English communications skills, both written and oral
able to identify priorities and derive/decide the necessary actions
Knowledge of Clinical/Scientific Workflow within the customer environment is crucial
Focusing on the customer’s perspective when setting priorities and taking action;
Implementing service practices that meet the customers’ and own organization’s needs
Collaborating effectively with individuals with diverse backgrounds, cultures, styles, abilities, and motivation
Education/ Experience:
> 3 years’ experience in Applications Support environment, or as clinical/scientific applications specialist on customer systems for relevant modality.
Experience in solving complex problems by using structured solving methods.
Knowledge of Clinical/Scientific Workflow within the customer environment is crucial
A clinical or university degree in diagnostics/radiology or equivalent in a relevant life science subject, or equivalent education and work experience
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