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As a Technical Support Engineer the successful candidate will be working as part of the DX Technical Support Haematology helpdesk team covering their full range of products. Through the technical call clarification process, they aim to achieve and maintain a high level of customer satisfaction for Siemens Healthineers products, thereby ensuring continued profitable growth of the Healthcare business.
This role requires the individual to demonstrate the ability to analyse, remotely troubleshoot, repair, maintain and support clinically the full range of Haematology equipment in the UK. Additionally, they must be able to communicate clearly and effectively at all levels and address customer support issues promptly and professionally.
As part of a small product technical support team the candidate will be responsible for providing technical support to customers over the phone. The job holder will be expected to provide a vital technical call clarification service support over all products, working very closely with the Service Engineer, Sales and Field Application Support teams, as well as with the Customer Support Centre.
This is a home-based role but a flexible approach to travel is required; shift working will be required, with opportunities for out of hours support. The jobholder will be required to provide remote as well as occasional field based technical support and command a high level of analytical skills. Attendance of training courses, customer training and technical seminars in the UK abroad and foreign countries is required. The successful candidate will be required to participate in help desk shift rota as part of the Customer Care centre’s support process.
Responsibilities
1. The key responsibilities include:
2. Provide daily technical call clarification as part of the customer care centre process.
3. Provide all types of on-site escalated technical support at a national level, in close liaison with Customer Support management. This may require the job holder to travel to a customer site anywhere in the UK at short notice.
4. Provide reports, technical analysis, benchmarking and product technical information to all stakeholders within Customer Support as required.
5. Work in cooperation with the customer care centre, carry out reactive service, where necessary
6. Ensure that all activities are carried out in accordance with Customer Support processes, local rules and health and safety policy.
7. Provide technical coaching/training for engineers or customers as required
8. Conduct call, parts and modification technical vetting in a timely and accurate manner.
9. Provide on-site support for all Customer Support related technical activity involving your chosen modalities products on a national level.
Experience
10. Proven experience using, supporting and troubleshooting the full range of Haematology products
11. Trained and demonstrable experience (technical and clinical) within a range of Haematology products
12. IT skills, including an understanding & remote support troubleshooting, laboratory base network solutions and Networking infrastructure as well as current IT technologies is desirable
13. An understanding of clinical modality applications and laboratory based workflow
14. Demonstrable experience of technical problem resolution
15. A working knowledge of fault analysis and resolution
16. Knowledge of escalation processes
17. Good interpersonal and communication skills with the ability to deal with staff and customers at all levels.
18. Demonstrable technical report writing skills
Capabilities
19. Strong communication skills written and verbal in English
20. Ability to work effectively under pressure
21. Ability to develop positive customer relationships
22. Ability to analyse, plan, report and take action on technical issues
23. Ability to work in a virtual Team environment
Additional Information
Candidates will be mainly home-based and self-motivated. They will need to work effectively supporting customers in the customer care centre and also willing to travel to any part of the UK and the NWE region. The candidate should be flexibility with regard to working hours and may spend time away from home occasionally. From time to time the nature of Healthcare business dictates that the candidate may be expected to work outside normal hours or weekend days thereby spending nights away from home in order to meet business needs.
Benefits:
24. 26 days' holiday with the option to buy or sell an additional 5
25. Up to 10% employer pension contribution
26. Share and bonus scheme
27. Access to our flexible benefits from private medical insurance to dental cover
28. Corporate Social Responsibility opportunities including 2 paid volunteering days per year and support from our 24/7 employee assistance programme.
Who we are:
We are a team of more than 71,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.
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