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Technical Support Specialist

Job Description


Now’s our time to inspire the future of healthcare together.

At Siemens Healthineers, we are passionate about enabling healthcare professionals to deliver high quality patient care, and to do so affordably.  A leading global healthcare company, Siemens Healthineers continues to strengthen our portfolio of medical imaging and laboratory diagnostics, while adding new offerings such as managed services, consulting, and healthcare IT services – as well as further technologies in the growing market for therapeutic and molecular diagnostics.

Siemens Healthineers develops innovations that support better patient outcomes with greater efficiencies, giving providers the confidence, they need to meet the clinical, operational and financial challenges of a changing healthcare landscape. Join our team now at Siemens Healthineers as Technical Support Technician (TST3)

The Remote Services 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 diagnostic IT and automation products needed to troubleshoot diagnostic laboratory instruments, automation, or middleware over the phone. You must possess strong computer skills and be able to communicate effectively over the phone with customers, IT departments, LIS Vendors and third-party OEM vendors and through written documentation.  As a Candidate you must display a positive attitude with 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 Technical Support Technician (TST3), you will be responsible for:

  • Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Automation and Informatics systems
  • Exhibiting exceptional customer service skills to improve the customer experience and achieve customer satisfaction by providing technical troubleshooting of complex issues to meet issue resolution and achieve prescribed customer satisfaction targets
  • Providing phone/email support for internal and external customer, as well as consistent monitoring and accurate documentation within customer relations software
  • Taking timely action and ownership on all open tickets to troubleshoot and resolve issues to customer’s satisfaction, and if necessary, escalate customer issue 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 RSC 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 critical thinking abilities to support advanced technical troubleshooting and strong problem-solving skills
  • You have exceptional communications skills (verbal and written) to support collaboration with customers, as well as internal resources to develop and implement robust action plans in order to resolve customer issues
  • You have a positive "can-do" attitude and the ability to thrive as an individual and as a member of a collaborative, cross-functional team
  • You are willing to contribute to an open and supportive environment consistent with the culture of Service Based Leadership
  • You are proficient in Microsoft Office Suite including Outlook, Excel, Word and other software applications

Required skills to have for the success of this role:

  • Associate’s or Bachelor’s degree in a science-related or engineering field, or equivalent experience within a healthcare environment
  • Direct clinical experience with laboratory automation and informatics systems 
  • Working knowledge of clinical laboratory procedures and practices within hospital or reference laboratory setting
  • Familiarity with computer and networking systems commonly used in laboratory settings
  • Understanding of computer hardware including: physical ports (Serial, Parallel, RJ-X, PS/2, VGA, USB, SATA, IDE); Serial-to-USB converters, memory; NICs; Hard Drives; Optical Drives; Printer Installation
  • Up to 20% travel required

Preferred skills for the success of this role

  • Computer Software: BIOS; Logical Ports (Well Known, Registered, Dynamic/Private, COM);
  • Client OS vs. Server OS; Workgroups vs. Domains; NIC, Web Browser and RAID configurations; Back-up and Recovery.
  • Certification in A+, Net+, Security+ or equivalent
  • Physical Network concepts: MAC Addressing; LANs; VLANs; WANs; switching; Internet access technologies.
  • Logical network concepts: IP Addressing; Routing; Packets; Subnets.
  • Network Infrastructure: DNS; DHCP; Active Directory; Proxy Servers,
  • Remote Access technologies: RDP; VNC; VPN.

The position can be based in our Glasgow, Delaware facility or fully remote.

Siemens Healthineers has recently announced the next steps in our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity.  Going forward, please be aware that Siemens Healthineers requires full vaccination for all new hires by their start date.  (Note: Accommodations may be requested for certain medical or religious reasons).

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose:  To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

If you want to join us in transforming the way healthcare is delivered, visit our career site at https://usa.healthcare.siemens.com/careers

If you wish to find out more about the specific before applying, please visit: https://usa.healthcare.siemens.com/about.

As an equal-opportunity employer we are happy to consider applications from individuals with disabilities

Organization: Siemens Healthineers

Company: Siemens Medical Solutions USA, Inc.

Experience Level: Experienced Professional

Job Type: Full-time



Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.

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