Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver phone and email assistance to both internal and external customers.

• Track and meticulously document customer interactions using the Customer Relations Software Tool.

• Utilize technical knowledge in clinical laboratory practices while providing support for Atellica, Chemistry, and Immunoassay.

• Resolve complex technical issues to ensure customer satisfaction and effective problem resolution.

• Proactively manage open support tickets and escalate issues to higher-level support when necessary.

• Achieve or surpass individual service-level targets.

• Adhere to Siemens compensation, travel and expense (T&E), and regulatory compliance procedures.

• Collaborate with internal resources and team members to create and execute action plans.

• Foster a positive, customer-centric, and cooperative service atmosphere.

⛳️ Requirements

• An Associate’s or Bachelor’s degree in a science-related or engineering discipline, or equivalent experience (Med-Tech Degree Preferred*).

• Willingness to travel up to 20%.

• 3-7 years of relevant experience.

• Background in clinical laboratory practices with experience in supporting Atellica, Chemistry, and Immunoassay troubleshooting.

• Availability to work evening or night shifts, including weekends.

• Strong analytical skills for advanced technical troubleshooting and problem-solving.

• Outstanding phone and communication abilities.

• Proficient in Microsoft Office Suite, including Outlook, Excel, Word, and other applications.

• Strong computer literacy.

• Electro-mechanical skills to troubleshoot diagnostic laboratory instruments over the phone.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) retirement plan.

• Life insurance.

• Long-term and short-term disability insurance.

• Paid parking/public transportation.

• Paid time off.

• Paid sick and safe time.