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Tech Support Technician 3 - Remote Services Center (Vista/Dimension Support)

Job Description

Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare.  For everyone. Everywhere. 

We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting? Then come and join our global team as a Technical Support Technician focusing on Vista/Dimension Support. 

Our global team: We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways. 

Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world.  We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers.  

This is a role well suited to an ambitious professional, looking for the next step in their career. As a Technical Support Technician focusing on Vista/Dimension Support you will be responsible for:
       

  • Providing phone/email support for internal/external customer, as well as consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool
  • Demonstrating a high level of technical expertise in clinical laboratory practice while supporting VISTA and/or Dimension systems. 
  • Demonstrating exceptional customer service skills to improve the customer experience, and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction
  • Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to the customers satisfaction, and if necessary, escalates customer issues 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 do develop your career with Healthineers 

  • You have analytical thinking abilities to support advanced technical troubleshooting and problem-solving skills for assigned product line
  • You have exceptional phone and communications skills to support collaboration with the customer, as well as other internal resources to develop and implement action plans to resolve customer issues
  • You are proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications
  • You have a positive "can-do" attitude in all communications and the ability to thrive as a member of a collaborative, cross-functional team
  • Leverages team abilities to best serve the customer, and collaborates with team members and counterparts in other parts of the organization to develop and implement action plans to resolve customer issues
  • You are willing to create an open, supportive environment consistent with the culture of Service Based Leadership

Required skills to have for the success of this role

  • Preferred candidate must have Associate’s or bachelor’s degree in a science-related or engineering field, or equivalent experience. (Med-Tech or Engineering Degree Preferred*)
  • The position has a strong preference to be based in the (Glasgow, DE facility, Cary NC facility) however; we will also consider exceptionally qualified candidates that are field based.
  • Willing to travel up to 20% (primarily for training purposes)
  • 3-7 Years Comparable Experience (Med-Tech or Engineering Degree, Healthcare Experience)
  • Working Hours: Multiple shifts available, evenings, nights, weekends may be required.
  • Bilingual language skills (Spanish) is a plus.

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 COVID-19 vaccination for all new hires by their start date, except where prohibited by state law.  Accommodations may be requested for certain medical or religious reasons.  If you choose to submit an accommodation request it should be submitted within 3 business days of receiving a verbal offer.  Details on how to submit approval will be provided by your recruiter.  An accommodation approval must be confirmed prior to your start date.  A start date cannot be confirmed until the accommodation has been reviewed.  An accommodation is based on your role.  If you are a currently a Siemens Healthineers employee with an existing approved accommodation, it will need to be re-evaluated prior to starting a new role. 

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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