SSME CS Regional Support Specialist- XP 亚太区域技术支持专家 - XP 产品

Job Description

Do you want to help create the future of healthcare? Our name, Siemens Healthineers, was selected to honor our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry.

We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting?

Then come and join our global team as Regional Support Specialist.

What are my responsibilities
Product application service, support and monitoring

Responsible for 2nd level incident support (and/or 1st Level incident support for clinical application related functions) by telephone, ticket system, e-mail and/or onsite to local service personal, mainly in the responsible time zone.

Contacts (internal/external): Field Service Personal, Customer Care Center, Service Managers, Regional Support Center colleagues, HSCs and development team of the responsible Business Units

External Service partner and customer, Hospital Clinical Administrator, End users

Responsibility / Tasks:

1.Lead/participate the introduction of new products within the region, if requested and demonstrate high degree of Clinical/Scientific expertise for relevant modality aspects of designated Siemens Healthcare products.

2.Receive telephone, email and GSMS notification and take necessary action by using problem solution techniques, setting priorities and as required, follow the complaint handling and escalation guidelines with prompt attention to internal and external requests, to escalate problems to HSC.

3.Analysis of the incident with help of the local applications personnel, remote diagnostic, data analysis and the knowledge database.

4.Take necessary action and document it all in the Service ticketing system with the necessary follow up action.

5.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.

6.Start escalation to the CS Headquarter Support Center (problem management) with consideration of the escalation guideline.

7.On request of the local service organization perform on-site support.

8.Documentation of the solution and propose new cases to the knowledge database.

9.Lead regular regional teleconferences and regularly participate in global or regional conference calls and or Exchange/ Focus meetings. Actively transfer applications knowledge into and around RSC support team to keep a well-balanced skills profile thus maintaining a high quality of service.

10.As required and on behalf of Product Education, perform Initial and/or Advanced Training for Customers and/or Field Applications personnel alike on site and in formal classroom settings, and lead Regional Workshops.

11.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.

12.Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems in regard to the applications support of the product, with corresponding interaction with HQ Product Support for product and systems improvement.


•Experience in solving complex problems by using structured solving methods

•Very good clinical workflow know-how for the corresponding modality

•Good interpersonal skills, professional attitude, excellent teamwork and organizational skills

•Good telephone and English communications skills, both written and oral

•able to identify priorities and derive/decide the necessary actions

•Knowledge of Clinical/Scientific Workflow within the customer environment is crucial

•Focusing on the customer’s perspective when setting priorities and taking action;

•Implementing service practices that meet the customers’ and own organization’s needs

•Collaborating effectively with individuals with diverse backgrounds, cultures, styles, abilities, and motivation

Education/ Experience:

•>3 years’ experience in Applications Support environment, or as clinical/scientific applications specialist on customer systems for relevant modality.

•Experience in solving complex problems by using structured solving methods.

•Knowledge of Clinical/Scientific Workflow within the customer environment is crucial

•A clinical or university degree in diagnostics/radiology or equivalent in a relevant life science subject, or equivalent education and work experience

Our global team:

Siemens Healthineers is a leading global medical technology company. 50,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services.

Our culture:

Our culture embraces different perspectives, open debate, and the will to challenge convention. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That’s why we invite you to take on new challenges, test your ideas, and celebrate success.

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Click here to get started.

To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.

Job ID: 121233

Organization: Siemens Healthineers

Company: Siemens Shanghai Medical Equipment Ltd.

Experience Level: Experienced Professional

Job Type: Full-time

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