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Remote Support Engineer - Atellica

Siemens Healthineers

Remote · US$76k – $104k

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About this role

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Performs technical, mainly pre-defined tasks for accomplishing defined service delivery work for customer equipment. The   Technical Solution Center   is a fast-paced, dynamic environment with a strong customer focus, offering the right candidate the opportunity to build on current strengths,   acquire   new skills, and be a member of a highly impactful team. As a global healthcare provider, Siemens offers a wealth of growth opportunities for motivated individuals.  

Our ideal candidate will   exhibit   initiative to learn and   demonstrate   technical   expertise   in clinical laboratory applications,   as well as,   the electro-mechanical ability needed to troubleshoot diagnostic laboratory instruments over the phone. You must   possess   strong computer skills and be able to communicate effectively over the phone, and through written documentation.  

As a Candidate you must display a positive attitude with both internal and external customers, striving to   exceed expectations at all times .   You must be able to make sound decisions that promote the interests of both Siemens and the customer. Candidate must be a selfless team player and enthusiastic proponent of change.  

This is a role well suited to an ambitious professional, looking for the next step in their career. As   a Remote   Support Engineer 3, you will   be responsible for :  

• 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  

This position may suit you best if you are familiar with what is below, and would like to develop your career with Siemens Healthineers:  

• 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  

  Required skills to have for the success of this role  

• Preferred   candidate   must have   Associate’s or Bachelor’s   degree in a science-related or engineering field, or equivalent experience. (Med-Tech Degree Preferred*)  

• Willing to travel up to 20%  

• 3-7   Years   Comparable Experience  

• Experience in clinical laboratory practice while supporting Atellica/Chemistry/Immunoassay troubleshooting.  

• Working Hours: Able to work Evening / night shift hours inclusive of a weekend day.  

Who we are : We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Siemens Healthineers businesses, please visit our company page here .

The base pay range for this position is:

$75,660 - $104,027 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term a

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