Support Specialist 3

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

📋 Description

• Serve as a remote support center representative for customers in North America (NAM)

• Exhibit proficiency in soft skills, phone etiquette, and professionalism during technical call center operations

• Engage in incident management, addressing both straightforward and highly complex issues for customers, Field Service Technicians, Installation Engineers, or Applications Specialists, either remotely or onsite

• Analyze and clarify technical documentation for field service, sales, project managers, site planners, and applications teams

• Offer feedback on technical escalations and product issues to facilitate root cause analysis and support corrective measures

• Embody Siemens Healthineers Service Strategy and uphold Siemens core values

• Advocate for the technical support organization as a valuable service

• Oversee new product introductions concerning product support

• Deliver technical guidance and documentation for customer and Field Service Engineer inquiries

• Conduct remote diagnostic assessments of MI-PET systems

• Diagnose problems and devise action plans for complicated issues and incidents

• Anticipate potential problems and propose effective solutions

• Seek assistance from internal partners for issues outside the designated product area

• Proactively identify issues, research, develop, implement, and delegate corrective actions

• Mentor and provide technical operational leadership to junior-level Remote Support Specialists (RSS)

• Contribute to the dissemination of product knowledge

• Assist the Operations Manager with research to gather and report product or site-specific information

• Drive individual KPIs and the Onsite-to-Online strategy

• Foster an open, supportive environment aligned with Service Based Leadership principles

⛳️ Requirements

• Associate's degree or vocational training in Electronics or Biomedical Engineering (or equivalent experience)

• Over 5 years of experience in servicing Siemens MI PET equipment

• Strong understanding of DICOM and networking

• Proficient in typing, Outlook, Excel, Word, and other essential applications

• Travel required for customer meetings and technical repairs approximately 10%

• Must be fluent in English

• Availability for on-call duties and willingness to work rotating weekends and holidays

• Following onboarding and training, the work shift for this role will be from 11am to 8pm EST

• RESUMES MUST BE SUBMITTED IN ENGLISH OR MAY NOT BE CONSIDERED

• The successful candidate must be capable of working with controlled technology in compliance with U.S. export control laws

🏝️ 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