Support Engineer

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

📋 Description

• Deliver support via phone and email for both internal and external clients.

• Consistently monitor cases and accurately document them using the Customer Relations Software Tool.

• Provide assistance for Atellica/Chemistry/Immunoassay through advanced technical troubleshooting.

• Enhance customer experience and ensure customer satisfaction by addressing complex technical challenges.

• Take prompt ownership of open tickets and effectively troubleshoot and resolve customer inquiries.

• Elevate customer concerns to next-level support when required.

• Achieve or surpass individual service-level performance metrics.

• Adhere to Siemens pay and T&E policies as well as RSO procedures and processes.

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

• Promote an open and supportive environment aligned with Service-Based Leadership principles.

⛳️ Requirements

• The ideal candidate should possess 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% of the time.

• 3-7 years of relevant experience.

• Background in clinical laboratory practice with a focus on supporting Atellica/Chemistry/Immunoassay troubleshooting.

• Availability to work evening or night shifts, including a weekend day.

• Strong analytical thinking skills for advanced technical troubleshooting and problem resolution.

• Outstanding phone and communication abilities.

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

• Solid computer skills.

• Electro-mechanical capability to troubleshoot diagnostic laboratory instruments via phone.

• Technical proficiency in clinical laboratory applications.

• Effective communication skills, both verbally over the phone and in written documentation.

• Must comply with US export control laws when working with controlled technology.

🏝️ 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