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Point of Care Diagnostics Technical Support Technician 4 - Remote Services Center, Norwood, Massachusetts

Created02/19/2021
Reference238048
CategoryCustomer Services
Job typeFull Time
CountryUnited States
StateMassachusetts
CityNorwood
Zip02062-4658
SalaryCompetitive
Now's our time to inspire the future of healthcaretogether.

AtSiemens Healthineers, we are passionate about enabling healthcare professionalsto deliver high quality patient care, and to do so affordably. A leading global healthcare company, SiemensHealthineers continues to strengthen our portfolio of medical imaging andlaboratory diagnostics, while adding new offerings such as managed services,consulting, and healthcare IT services - as well as further technologies in thegrowing market for therapeutic and molecular diagnostics.

SiemensHealthineers develops innovations that support better patient outcomes withgreater efficiencies, giving providers the confidence, they need to meet theclinical, operational and financial challenges of a changing healthcarelandscape. Join our team now at Siemens Healthineers asTechnical Support Technician 4.

The RemoteServices Center is a fast-paced, dynamic environment with a strong customerfocus, offering the right candidate the opportunity to build on currentstrengths, acquire new skills, and be a member of a highly impactful team. As aglobal healthcare provider, Siemens offers a wealth of growth opportunities formotivated individuals.

Our idealcandidate will exhibit initiative to learn and demonstrate technical expertisein clinical laboratory applications, as well as, the electro-mechanical abilityneeded to troubleshoot diagnostic laboratory instruments over the phone. Youmust possess strong computer skills and be able to communicate effectively overthe phone, and through written documentation.

As a Candidate youmust display a positive attitude with both internal and external customers, strivingto exceed expectations at all times. Youmust be able to make sound decisions that promote the interests of both Siemensand the customer. Candidate must be aselfless team player and enthusiastic proponent of change.

This is a role well suited to an ambitiousprofessional, looking for the next step in their career. As a ServiceTechnician 4, you will be responsible for:

  • Providing phone/email support for both internal/external customers as a blended role, 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 Blood Gas/epoc
  • 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 familiarwith what is below, and would like to develop your career with SiemensHealthineers:
  • 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 thesuccess of this role

    • Must have Associate's or Bachelor's degree in a science-related or engineering field, or equivalent experience. (Med-Tech Degree Preferred*)
    • The position has a strong preference to be remote based
    • Willing to travel up to 5%
    • Greater than 8 Years MED TECH Comparable Experience

If you want to join us in transforming the way healthcareis delivered, visit our career site at https://usa.healthcare.siemens.com/careers

Ifyou wish to find out more about the specific before applying, please visit: https://usa.healthcare.siemens.com/about.

Asan equal-opportunity employer we are happy to consider applications fromindividuals 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.

EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.

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EmployerSiemens Medical Solutions USA, Inc.

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