Technical Support Specialist - Informatics

Job Requirements

Lead and/or participate in the introduction of new products within the region and in the project management of POC IT product installations, if requested.

Demonstrate a high degree of technical expertise in IT protocols used in LIS/LAS systems and in the mechanical, hydraulic, electronic, optical, chemical, and operational aspects of designated Siemens Healthineers diagnostic POC products.

Receive telephone, email, online chat, and SAP/PEAK notifications and take necessary action using problem-solving techniques and appropriate priority setting.

As required, follow complaint-handling and escalation guidelines, promptly address internal and external requests, and escalate problems to HSC and/or DCU.

Analyze incidents in close cooperation with the local service engineer, Smart Remote Services, and/or other required remote services.

Collect data (e.g., system/log files remotely extracted from products), study trends, summarize complex issues, and submit findings to the HSC/SLM knowledge database for possible solutions.

Take necessary action and document all correspondence and actions according to GDP guidelines and the Quality Management System.

This is a mandatory regulatory requirement subject to internal and external quality audits.

Take responsibility for customer satisfaction within the modality, demonstrating a proactive attitude and actions to optimize performance and customer perception (e.g., proactively reviewing high-cost instruments and developing specific action plans).

Develop and maintain relationships with top customers and opinion leaders.

Clearly understand the escalation process and know when to initiate escalation to the Headquarter Support Center (problem management) and/or DCU (PSI/PPI), in accordance with escalation guidelines.

At the request of the local service organization, perform on-site support.

Work with Regional Unit Operation Managers or Business Partner Managers on overall regional FSE performance to support coaching and identify training and development opportunities.

Contribute to achieving the Healthineers strategy and principles.

At all times, strictly adhere to company and departmental Compliance regulations and the Quality Management System.

Maintain a full understanding of departmental principles and PLP requirements for continuous improvement and development.

Work closely with CCC to support the spare-parts optimization process throughout the product life cycle, with the goal of increasing customer service levels by optimizing replacement-parts inventory, test equipment, tools, and FSE technical libraries.

Manage and coordinate hardware vendors where contracted to do so for IT-related functions.

Lead regular regional teleconferences and regularly participate in global or regional conference calls and Exchange/Focus meetings.

Actively share and transfer experience and knowledge from HSC/SLM/RSC/RUs to RUs, external service partners, and customers when required, maintaining a well-...