Tech Support Technician 2 - Magnet Expert Group

Job Description

Position Overview
Technical Support Technician 2 – Magnet Expert Group (MAX): The successful applicant will provide superconductive magnet technical support to Field Engineers.  The Max Technical Support Engineer (TSE) will pre-clarify incoming calls and attempt to resolve the issues using remote diagnosis and/or telephone repair.  If remote diagnosis/repair is not possible, the TSE will arrange for on-site support.  During the service request clarification, the TSE will concisely document current problem description and provide recommended action plans.  The TSE will liaison between CSEs, Siemens, and Magnet Factory.  Utilize remote diagnostics in assisting CSEs with resolving equipment issues.  Actively participate in the periodic review of equipment logs received via SRS when available.  Execution of escalation processes.  On-site repair of customer equipment as required.  Work on-call/stand-by or travel out of the assigned area as scheduled by the NSM in order to meet obligations of customer contracts and to respond to emergencies.

To qualify, you should have at least a high school diploma; Associate's degree or equivalent experience preferred, with experience in testing, repairing and maintaining capital medical equipment.  4+ years of field service experience is needed, as well as demonstrated customer relations skills.  Background with superconductive magnets and associated equipment is required.  The candidate must be proficient in superconductive magnet tools and service test equipment.  Strong oral and written communication skills needed.

Responsibilities 
·         Answer inbound CSE initiated calls for support.
·         Provide outbound initiated support triggered by automated remote monitoring.
·         Provide remote support to end users and biomedical service technicians
·         Resolve issues remotely when possible.
·         Provide detailed action plans to field based technicians.
·         Accurately document activities according to operating procedures.
·         Participate in quality reviews of service activity.
·         Collaborate with the factory and product support to improve serviceability and documentation.
·         Support education and communication activities to improve service delivery.
·         Provide onsite support as needed for installations, upgrades, audits, and document validation.
 
Required Knowledge/Skills, Education, and Experience
·         High School Diploma required.
·         Minimum 4+ years of experience directly supporting medical or advanced electronic devices.
·         Ability to travel 10 - 20% within 24 hours’ notice.
·         Excellent verbal and written communication skills.
·         Ability to work in fast paced environment.
·         Ability to work various shifts, support standby and weekend rotations.
·         Confident working in cross-functional teams
·         Background with superconductive magnets and associated components required
 
Preferred Knowledge/Skills, Education, and Experience
·         Bachelor degree in technology or engineering discipline or equivalent experience preferred.
·         Minimum 4 years of experience working in medical imaging industry.

Job ID: 182434

Organization: Siemens Healthineers

Company: Siemens Medical Solutions USA, Inc.

Experience Level: Early 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, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

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

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