SSME CS Remote Support Specialist - CT

Job Description

Mission/

Position Headline:

Responsible for incident management of customer support and CSE/CAS support by telephone, e-mail, ticket system, and/or onsite to local service personal/ end-user, mainly in the responsible timezone.

Areas of Responsibilties:

• Register, understand, and solve malfunction of system as well as understand external/internal customer situation
• Analyse incidents in close communication/interaction with the external/internal customer
• Make use of service history, remote capabilities, collaboration tools, problem solution techniques, services knowledge base, decision support tools, and knowledge sharing within own/cross regional teams
• Implement solution or provide action plan, spare parts recommendation, and a follow up of actions with economic piece of mind
• Start escalation of problem to Problem Management with consideration of the escalation guidelines and follow up as owner of the incident
• Propose knowledge base entries, and known issues to SKB
• On request of the local service organisation perform on-site support
• Lead/participate the introduction of new products within the region,if requested and demonstrate high degree of technical expertise for relevant modality aspects of designated Siemens Healthineers products.
• 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.
• 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.
• As required and on behalf of Product Education, perform Initial and/or Advanced IT Training (only for IT related functions) for Customers and CSE alike on site and in formal classroom settings, and lead Regional Workshops.
• Mentoring of new and/or "junior – level" employees