Providing advanced technical 1st and 2nd Level support for Incident Management of MR modality Services by telephone, ticket system, email and/or onsite to local service personal, mainly in the responsible time zone'
Areas of Responsibilities:
1st level support: perform technical clarification with SRS on required service incidents
Identify spare parts, check availability and order before required on-site-visit
participate the introduction of new products within the region, if requested and demonstrate high degree of technical expertise for mechanical, chemical, hydraulic, electronic, optical, IT and/or operational aspects of designated Siemens Healthineers products.
Receive telephone, email and ticket system 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 service engineer, remote diagnostic, data analysis and the knowledge database submission to HSC/BU for possible solution after studying trends & summarize complex issues.
Take necessary action and document it all in the Service ticketing system.
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, work with Area Service Managers on overall regional FSE performance in order to help in coaching and training development opportunities.
Documentation of the solution and propose new cases to the knowledge database.
Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems in regard to the support of the product, with corresponding interaction with HQ Product Support for product and systems improvement.
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.
Lead regular regional teleconferences and regularly participate in global or regional conference calls and or Exchange/ Focus meetings. Actively transfer knowledge into and around RSC support team to keep a well-balanced skills profile thus maintaining a high quality of service.
Work closely with Country Support Team and Spare part planners in order to support the spare part optimization process through the product life cycle with the goal of increasing customer service level by optimizing replacement parts inventory, test equipment, tools and technical libraries of FSEs. Manage and co-ordinate Hardware vendors where contracted to do so for IT related functions.
Configure and maintain IT systems and/or interfaces to other systems in a customer environment for IT related functions.
20% of domestic and international business travel is required.
Education and Experience
>5 years’ experience within service/installation of the related Healthcare systems portfolio knowledge of Clinical/Scientific Workflow within the customer environment is advantageous.
Minimum diploma in Engineering (Electrical and Electronics, Biomedical Engineering etc.) or equivalent education and work experience.
College English Band 4 or above. With good telephone and English communications skills, both written and oral.
Organization: Siemens Healthineers
Company: Siemens Shanghai Medical Equipment Ltd.
Experience Level: Experienced Professional
Job Type: Full-time