Application Services Engineer DX

Job Description: Application Services Engineer

·        Support customers in using (software) applications and solutions to the optimum extent.  

·        Provide comprehensive training for using applications and solutions focused on specific customers. demand.  

·        Configure software applications to meet customer needs.  

·        Act as an interface between customer and provider of application to solve customer problems and enhance the application with new features. 

·        Delivery of Application Training and Application Support for Sales, Installation, and Service is the primary role responsibility to ensure customer satisfaction. 

·        Working with the Customer Care Center, taking the ownership of customer applications and systems events, to plan and finish actions that will result in the most effective resolution of customer events in a timely, efficiently, and productive manner. 

·        Responsible for the customer satisfaction at assigned systems, demonstrating proactive attitude and actions to optimize their performance and image.

·        Develop and maintain relationships with customers. 

·        Install and configure systems, working with Customer Service Engineers and Sales to train customers, all with highest quality standards and meeting timelines. 

·        Update system software in accordance with deadlines set by the company. Inform customers of the advantages to be gained by the update and organizing training if necessary.

·        Contribute to creating a motivated, positive, and communicative atmosphere, with tight teamwork with all other colleagues and departments. Communicate commercial information and opportunities closely with Sales. 

·        In major cases, act as a Sales Representative and provide product demonstrations, to support the achievements of the annual sales plan. 

·        Develop the Siemens Healthineers brand image, always projecting an image of professional and competence. 

·        Discussing with customers action taken to resolve events and explaining any further actions that may be required. 

·        Using good judgement to decide when to investigate the escalation process to resolve a customer event. 

·        Work within deadlines to prepare information for management and colleagues when requested. 

·        Informing service management or team leaders of situations where customer satisfaction is compromised or contractual obligations are unlikely to be met. 

·        Responsible for the complete and correct use of the complaint handling software defined by the company and strict compliance with quality procedures and work instructions. 

·        Contribute to achieving the Mission, Values, and Vision of the company. Always maintain strict compliance with ethical principles and Health, Safety, and Quality norms of the company. 

Qualifications & Experience

• Candidate should have a minimum 5 years working experience and strong knowledge in the Coagulation and Hematology Disciplines.
• Proven track record of performing validation and verification studies.
• Ability to troubleshoot complex QC problems.
• Have worked in Coagulation, Hematology and Staining analyzers.
• Use of Digital tools for interpretation of data.
• Knowledge of quality control and troubleshooting of quality control results 
• Must be willing to travel and work after hours 
• Extensive knowledge of excel 
• Knowledge in the field of diagnostic systems, reagents, PC systems, operating systems, network engineering, interface engineering, basic medical knowledge. 
• Sound knowledge of the medical analysis laboratory and the range of equipment. 
• A thorough knowledge of company procedures, policies, mission, vision and values. 
• Dependability, capacity for teamwork, capability to come to decisions, organizational skills, self-reliance and motivation, and good interpersonal skills. 
• Good communication skills both verbal and written, with the ability to deal with customers and staff all levels. 
• Ability to sell, good teaching skills, good team worker. 
• Fluency in English: written and spoken

Key Competencies

• This role provides support mainly to Gauteng and Free State region however you may be required to support other regions and countries. 
• Must be a South African National
• Must have a valid passport
• Must have a valid South African driver’s license
• Must not have restrictions to travel within SADC and abroad
• Must be available on short notice to travel country wide and to Africa due to operational requirements and on long term projects as well as travel outside of the region to assist nationally
• Excellence, Quality and Compliance in the daily interactions, operations and reporting is not a negotiable requirement, but mandatory for this role