Siemens Careers

Regional Support Specialist - Digital Ecosystem

Shanghai, China
Customer Services

English (UK)

Job Description


What are my responsibilities?
• Responsible for 1st level incident support by telephone, ticket system, e-mail and/or onsite to customers and local service personal, mainly in the responsible time zone  for Siemens Healthcare Digital Ecosystems.
• Technical support and direct instrument service activities for digital ecosystmes and cloud-based applications, including pre-installation, installation, system implementation and post-installation support. Foster the DevOps culture and work closely with development team to drive forward and implement solutions for customers  
• 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:
• Following the Siemens Complaint Handling guidelines and Incident Management processes giving prompt attention to both internal and external requests, and escalating instrument performance and technical issues that are not resolved to Headquarter Support (HSC)      
• 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    
• Working closely with Development Team to resolve escalations and identify product improvements      
• On request by the local service organization, perform onsite support for troubleshooting, work with the country service organization to help mentor and coach the country service personnel through regular communication, monthly teleconferences, Technical Exchange Meetings and workshops    
• Lead and mentor new product instrument installations for the Asia Australia countries and help support less mature serviceability countries   
• Responsible for customer satisfaction, demonstrate a proactive attitude and actions to help optimize the instrument performance and customer perception by evaluating the issues and problem through service data (e.g. proactive checking of high "cost instruments" and developing specific action plans)   
• Collect the product quality feedback from country service organization and feedback to HSC to drive product improvement at manufacturer level  
• Ensure timely implementation of applications modifications / retrofits for product line(s) within the region      
• Monitor and drive the implementation, and working with local field service personnel to ensure timely completion      
• Work closely with country support team to optimize the spare part inventory for the country
• requires a flexible approach to working hours, and able to travel when needed to respond to the most difficult instrument problems, supporting Field Service Engineers on corrective and preventive measures 


• Able to identify priorities and derive/decide the necessary actions   
• Experience in diagnosing errors on system and interpretation of product issues  
• English is the mandatory language required for the job. Second language (Mandarin, Japanese, Korean, etc.) will be an added advantage as to liaise with multilingual speaking associates   
• Understanding customer situation   
• very good technical system know-how for the corresponding modality   
• good interpersonal skills, professional attitude, excellent teamwork  and organizational skills   
• good analytical skills and knowledge of problem solving techniques
• familiar with modern project management and software development methods"  
• Individual contributor and need to work autonomously
• very flexible with working time(office hours and on-call hours are organized individually after consultation, based on the requirements of our international customers)
• understand the diversity in different cultures
• business-fluent in English and feel comfortable working in a international team       


Education/ Experience:
• Bachelor degree or above in IT major or equivalent education
• successfully completed studies in information technology or a similar field, preferably with a focus on cloud technologies;        
• "Experience in identifying error logs & solving recommending cause of action using structured solving methods.
• Experience includes web technologies and administering Windows-based system and IT networks
• Preferably with comprehensive knowledge and hands-on experience in the cloud environment (e.g. MS Azure)




Job ID: 80038

Organisation: Siemens Healthineers

Experience Level: Experienced Professional

Job Type: Full-time

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