CS RSC Regional Support Specialist, Engineering IT – Syngo

Job Description

Do you want to contribute to the future of healthcare? As Siemens Healthineers values those who dedicate their energy and passion to this cause, our company’s name is dedicated to our employees. It’s their pioneering spirit, blended with our long history of engineering in the ever evolving healthcare industry that truly makes us unique as an employer.

We offer you a flexible and dynamic environment and the space to stretch beyond your comfort zone in order to grow both personally and professionally. Sound interesting?

·         Then come in and join our global team as CS RSC Regional Support Specialist, Engineering IT – Syngo you will provide professional support for Online and Onsite support and maintenance to local service personal mainly in the Asia Pacific time zone

Your mission and responsibilities:

  • You will lead/participate the introduction of new products within the region, if requested and demonstrate high degree of technical expertise of designated Siemens Healthineers imaging or diagnostic products.

  • You will receive telephone, email, online chat, and GSMS notifications 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.

  • You will be performing analysis of the incident working closely with local service engineer, Siemens Remote diagnostics, data collection (eg savelogs), and the knowledge database submission to HSC/BU for possible solution after studying trends & summarize complex issues.

  • You will take necessary action and document all correspondence and actions taken according to the GDP guidelines and Quality Management system. This is a mandatory regulatory requirement subject to internal/external audit for quality.

  • You are 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.

  • You understand clearly the escalation process and know when to initiate escalation to the CS Headquarter Support Center (problem management) with consideration of the escalation guidelines.

  • You provide on request of the local service organization perform on-site support, work with CCC Operation Managers on overall regional TSEs performance in order to help in coaching and training development opportunities.

  • You contribute to achieving the Healthineers strategy and principles. Maintain at all times strict practice to Compliance regulations and Quality Management System  of the company and department. Have full understanding of the Department principles, PMP for continuous improvement and development.

  • You work closely with CCC in order to support the spare part optimization process through the product life cycle with the goal of increasing customer service level by optimizing replacement parts inventory, test equipment, tools and technical libraries of FSEs. Manage and co-ordinate Hardware vendors where contracted to do so for IT related functions.

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

To find out more about the specific business, have a look at https://www.siemens-healthineers.com/en-sg/services/customer-services

Your qualifications and experiences:

  • You hold a technical or university diploma/degree in electronics/computer science or equivalent in a relevant life sciences subject, or equivalent education and work experience. Qualifications in related field in medical devices will be an added advantage.  

  • You have experience in implementing interfaces for 3rd party applications.

Your personality and skills:

  • The job requires a flexible approach in arranging working hours and travelling.

  • You have knowledge on PC hardware, server, storage hardware, VMware, virtualization and basic networking

  • You are proficient in Microsoft Technologies

  • You are proficient in Database software like SQL and Oracle

Being part of our team:

Siemens Healthineers is a leading global medical technology company. More than 48,000 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.

Your cultural fit:

Our unique team spirit arises from embracing different perspectives, open debate, and the will to challenge conventions. 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 want you to seek, implement and celebrate your best ideas.

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

Job ID: 122151

Organization: Siemens Healthineers

Company: Siemens Healthcare Private Limited

Experience Level: Experienced Professional

Job Type: Full-time

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