Customer Services Regional Support Specialist, Syngo (2-year Contract)

Job Description

Do you want to help shape the future of healthcare? Our name, Siemens Healthineers (SHS), was selected to honor our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry.

We offer you a flexible and dynamic environment with opportunity to go beyond your comfort zone in order to grow personally and professionally. Sounds interesting?

Then come in and join our Asia Pacific team as Customer Service Regional Support Specialist, Syngo (2-year Contract) to complete technical-oriented service tasks of various scopes and supports in planning and managing these tasks.

Your tasks and responsibilities:
  • You will lead or participate in the introduction of new products within the region, if requested and demonstrate high degree of technical expertise of designated Siemens Healthineers imaging or diagnostic products.
  • You will receive telephone, email, online chat, and GSMS notifications 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 Headquarter Service Center (HSC).
  • You will analysis the incident and work closely with local service engineer, Siemens Remote diagnostics, data collection (e.g., savelogs), and the knowledge database submission to HSC/ Business Unit for possible solution after studying trends & summarize complex issues.
  • You will take necessary action and document all correspondence and actions taken according to the GDP guidelines and Quality Management system. This is a mandatory regulatory requirement subject to internal/external audit for quality.
  • You will be 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.
  • You understand the escalation process and know when to initiate escalation to the Customer Service (CS) Headquarter Support Center (problem management) with consideration of the escalation guidelines.
  • On request of the local service organization, you will perform on-site support, work with Customer Care Center (CCC) Operation Managers on overall regional Technical Service Engineer (TSEs) performance to help in coaching and training development opportunities.
  • You will contribute by achieving Siemens Healthineers strategy and principles. Always maintain strict practice to Compliance regulations and Quality Management System of the company and department. Have full understanding of the Department principles, PMP for continuous improvement and development.
  • You will work closely with CCC 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 when contracted to do so for IT related functions.
  • You will lead regular regional teleconferences and regularly participate in global or regional conference calls and/or Exchange/ Focus meetings. Actively transfer knowledge into and around Regional Support Center (RSC) team to keep a well-balanced skills profile thus maintaining a high quality of service.

To find out more about the specific business, have a look at

Your qualifications and experiences:
  • You hold a successfully completed Diploma or Degree in Electronics/ Computer Science or equivalent in a relevant life sciences subject. Qualifications in related field in medical devices will be an added advantage.
  • You have at least 2 years of working experience in a customer service environment.

Your personality and skills:
  • You possess knowledge on PC hardware, server, storage hardware, VMware, virtualization and basic networking
  • You are proficient in Microsoft Technologies
  • You are proficient in Database software like SQL and Oracle
  • You are experience in implementing interfaces for 3rd Party Applications
  • This job requires a flexible approach in arranging working hours and travelling (when travel becomes widely possible again).

Our global team:

Siemens Healthineers is a leading global medical technology company. 66,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services.

Our culture:

Our culture embraces different perspectives, open debate, and the will to challenge conventions. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That’s why we invite you to take on new challenges, test your ideas, and celebrate success.

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Click here ( to get started.

To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.

Siemens Healthineers Singapore was awarded Gold in "Excellence in Total Rewards Strategy" & "Excellence in Retention Strategy" at the HR Excellence Awards 2020. Sliver for "Employer of the Year" at the HR Excellence Awards 2019.

Organization: Siemens Healthineers

Company: Siemens Healthcare Pte Ltd

Experience Level: Experienced Professional

Job Type: Full-time

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