Business Unit: Customer Services
Requisition Number: 237146
Primary Location: United States-North Carolina-Cary
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Associate's Degree / College Diploma
Travel Required: 25%
Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.
With 45,000 employees Siemens Healthineers is one of the world’s largest suppliers of technology to the healthcare industry and a leader in medical imaging, laboratory diagnostics and healthcare IT. All supported by a comprehensive portfolio of clinical consulting, training, and services available across the globe and tailored to customers’ needs. So that more people can have a life that is longer, richer, and more filled with happiness.
For more information, please visit: http://www.usa.siemens.com/healthineers
At Siemens Healthineers, we are passionate about enabling healthcare professionals to deliver high quality patient care, and to do so affordably. A leading global healthcare company, Siemens Healthineers continues to strengthen our portfolio of medical imaging and laboratory diagnostics, while adding new offerings such as managed services, consulting, and healthcare IT services – as well as further technologies in the growing market for therapeutic and molecular diagnostics.
Siemens Healthineers develops innovations that support better patient outcomes with greater efficiencies, giving providers the confidence they need to meet the clinical, operational and financial challenges of a changing healthcare landscape.
The Siemens Healthineers Clinical Education Organization
has an overall responsibility for providing Clinical Education support on
Siemens Angiographic Imaging Equipment and Hemodynamic Monitoring Systems for
our customers. This training includes the Advanced Therapies products.
In this role, you will provide customer phone support/instruction on Angiographic Imaging Equipment and Hemodynamic monitoring systems and components. Deliver customer excellence, and represent Siemens Healthineers and Clinical Education with professionalism and a focus on delivering a positive customer experience. The candidate will work with the Advanced Therapies and Hemodynamic Education team, the AT Internal Training and Development Specialists, Education and Service Management, and the AT Sales and Service team to promote positive customer relationships, as well as participate and promote internal team integration and networking resulting in a sharing of knowledge and expertise.
To provide Call Center customer support/instruction for clinical applications on Siemens Healthineers Angiographic Imaging equipment, Mobile C-Arms, and Hemodynamic monitoring systems and components, utilizing tools that allow for this process to be performed remotely, i.e. phone, remote diagnostics, etc. It is the responsibility of this position to communicate/facilitate relevant information to appropriate Siemens personnel which relates to product development, sales/service issues and to develop/maintain communication with the modality Headquarter Support Center.
§ Responsible for providing clinical applications support to customers, clinical service engineers, technical support engineers, and clinical applications specialists for both the US and Global Accounts.
§ Responsible for providing telephone, remote, and potential on site applications support for AT and ECS (Electrocardiology system) products.
§ Responsible for applications/service issue escalation, reporting of product complaints in accordance with the existing reporting mechanism and processes.
§ Facilitate the dissemination of educational/training materials to customers and internal personnel as requested
§ Analyze and evaluate image quality via remote services, media, etc.
§ Assist in distributing product and applications information between field and factory
§ Maintain resource inventory (product manuals, updated computer technology, etc.)
§ Update and maintain day-to-day processes of call center
§ Support corporate and divisional goals and abide by policies and procedures
§ Professional Administration: Complete regulatory and core process documents in a timely fashion
§ Ability to travel 25%
§ Other responsibilities as assigned
§ Minimum of 3-5 years of Angiography and clinical hemodynamic / electrophysiology monitoring experience
§ Knowledge of Diagnostic/Interventional procedures in Angiography, Cardiology, Neurology, and/or Hybrid OR
§ Clinical knowledge of hemodynamics and performing hemodynamic pressure calculations.
§ Clinical knowledge of electrophysiology IECG waveforms and procedures/ workflow
§ Understanding of cardiac and electrophysiology study documentation and reporting
§ Networking experience such as HL7 and DICOM preferred
§ Knowledge of Siemens equipment is preferred
§ Teaching/training experience preferred
Special Knowledge or Skills:
§ Communicate effectively for problem resolution over the phone
§ Ability to work as a team player
§ Good verbal and written communication skills
§ Intermediate level computer skills
§ Application of basic networking theory
§ Knowledge of MS Office Applications
§ Graduate from a Certified Radiologic Technology School (required)
§ Associates or Bachelor’s Degree (preferred)
§ Registered or licensed in modality of employment (required)
Other Qualifications or Requirements:
Certificates, Licenses, Registrations:
§ Meet annual ECE requirements to maintain certification/license