Technical Support Specialist
3 days ago
Job Description Responsibilities: Our ideal candidate will exhibit initiative to learn and demonstrate technical expertise in clinical laboratory applications, as well as the electro-mechanical ability needed to troubleshoot diagnostic laboratory instruments over the phone. You must possess strong computer skills and be able to communicate effectively over the phone, and through written documentation. As a Candidate you must display a positive attitude with both internal and external customers, striving to exceed expectations at all times. You must be able to make sound decisions that promote the interests of both Siemens and the customer. Candidate must be a selfless team player and enthusiastic proponent of change. This is a role well suited to an ambitious professional, looking for the next step in their career. As a Technical Support Specialist, you will be responsible for: - Providing phone/email support for internal/external customer, as well as, consistent monitoring and accurate documentation utilizing the various SHS customer service tools - Demonstrating a high level of technical expertise in clinical laboratory practice while supporting our Critical Care product line or Primary Care Product line - Demonstrating exceptional customer service skills to improve the customer experience, and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction - Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to the customers satisfaction, and if necessary, escalates customer issues to next level support - Meeting/Exceeding individual service level metrics to meet the needs of the customer/business - Compliance to all Siemens pay and T&E policies, as well as all applicable Procedures/Processes This position may suit you best if you are familiar with what is below, and would like to develop your career with Siemens Healthineers: - You have analytical thinking abilities to support advanced technical troubleshooting and problem-solving skills for assigned product line - You have exceptional phone and communications skills to support collaboration with the customer, as well as other internal resources to develop and implement action plans to resolve customer issues - You are proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications - You have a positive can-do attitude in all communications and the ability to thrive as a member of a collaborative, cross-functional team - Leverages team abilities to best serve the customer, and collaborates with team members and counterparts in other parts of the organization to develop and implement action plans to resolve customer issues - You are willing to create an open, supportive environment consistent with the culture of Service Based Leadership Required skills to have for the success of this role - Fluent in English - Preferred candidate must have associate or bachelor's degree in a science-related or engineering field, or equivalent experience. (Med-Tech Degree Preferred*) - IVD/Critical care technical support experience preferred. - 4 6 Years Comparable Experience - Working Hours Candidate should be flexible to work under following different shifts. Days of the Week Work Hours IST Monday - Friday 8:30 am - 5:00 pm Tuesday night - Saturday night 4:30 pm - 1:00 am Monday night - Friday night 7:30 pm - 4:00 am Monday night - Friday night 9:00 pm - 5:30 am Monday - Friday 9 am - 6 pm
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