Remote Support Specialist 3 - MI PET
Siemens Healthineers
Summary
Act as a remote support center representative for our customers in NAM. Continually demonstrate soft skills competency, phone etiquette and professionalism during technical call center operations.
Job description
Participate in incident management ranging from rudimentary to highly complex in support of customers, Field Service Technicians, Installation Engineers or Applications Specialists remotely or onsite.
Interpret and clarify technical documents for the field service organization, sales organization, project managers, site planners and applications group.
Work directly with headquarters or business unit partners to provide feedback for technical escalations and/or product issues to drive root cause identification and assist in the creation of corrective actions.
Properly represent Siemens Healthineers Service Strategy and Siemens core values. Promote the technical support organization as a value-added process to internal and external partners. Coordinate new product introductions as they relate to product support.
Responsibilities
- Technical guidance and documentation of customer and Field Service Engineer calls placed with the Remote Service Center
- Remote diagnostic evaluations of MI-PET systems
- Identify problems and provide action plans for highly complex problems and incidents to aid field representatives in finding solutions
- Preempt potential problems and provide effective solutions
- Seek assistance from internal partners for issues that reach beyond assigned product area
- Work with minimal direction from management
- Independently identify issues or problems, perform research, develop, deploy and delegate corrective actions
- Mentor and provide technical operational leadership to junior level RSS
- Contribute to disseminate product knowledge
- Provide support to Operations Manager in the development and implementation of research designed to collect and report product or site-specific information
- Drive individual KPIs and Onsite-to-Online strategy to meet the needs of the customer/business
- Creates an open, supportive environment consistent with the culture of Service Based Leadership
- Must be willing to be on call and work rotating weekends/holidays
Required Knowledge/Skills, Education, and Experience
- Associates degree or vocational training in Electronics or Biomed Engineering (or equivalent experience)
- More than 5 years of experience in repairing Siemens MI PET equipment
- Firm knowledge of DICOM, networking
- Proficient skills in typing and Outlook, Excel, Word and other job critical applications
- Travel required for customer meetings and technical repair ~ 10%
- Must be fluent in English
- After onboarding and training, the shift for this position will be 11am – 8pm EST
Requirements
- Associates degree or vocational training in Electronics or Biomed Engineering (or equivalent experience)
- More than 5 years of experience in repairing Siemens MI PET equipment
- Firm knowledge of DICOM, networking
- Proficient skills in typing and Outlook, Excel, Word and other job critical applications
- Travel required for customer meetings and technical repair ~ 10%
- Must be fluent in English
- Must be willing to be on call and work rotating weekends/holidays
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Life insurance
- Long-term disability insurance
- Short-term disability insurance
- Paid parking
- Public transportation
- Paid time off
- Paid sick and safe time
Company overview
Siemens Healthineers is a German multinational medical technology company specializing in diagnostic and therapeutic imaging, laboratory diagnostics, and molecular medicine. Founded in 2017 as a spin-off from Siemens AG, the company has established itself as a global leader in healthcare technology with a comprehensive portfolio that addresses the complete care continuum for many of the world's most threatening diseases. With approximately 69,500 employees worldwide and operations in over 70 countries, Siemens Healthineers generates annual revenues exceeding €21 billion. The company's product offerings span across four main business segments: Imaging (including CT, MRI, ultrasound, and X-ray systems), Diagnostics (laboratory and point-of-care testing), Varian (cancer care and radiation therapy), and Advanced Therapies. Siemens Healthineers is particularly renowned for pioneering breakthroughs in medical imaging, having developed the world's first commercial PET/CT scanner and continuing to innovate in areas such as artificial intelligence, digital health solutions, and precision therapy. The company's commitment to research and development, with annual investments of approximately €1.5 billion, drives its mission to pioneer breakthroughs in healthcare for everyone, everywhere, sustainably.