Technical Support Specialist - Diagnostic Medical Devices - Remote

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

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.

• Providing phone/email support for external customer, as well as consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool
• Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Hemostasis, Hematology and other specialty products.
• 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 RSC Procedures/Processes
• Leveraging team abilities to best serve the customer, and collaborating with team members and counterparts in other parts of the organization to develop and implement action plans to resolve customer issues

• 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
• You are willing to create an open, supportive environment consistent with the culture of Service Based Leadership
• Associate’s or Bachelor’s degree in a science-related or engineering field, or equivalent experience
• 3-7 years experience in Hemostasis, Hematology and other specialty diagnostic products
• Experience with troubleshooting diagnostic equipment
• Strong computer skills
• Strong communication skills on the phone and through written documentation
• Ability to make sound decisions independently that promote the interests of both Siemens and the customer
• Demonstrates being a team player and an enthusiastic proponent of change
• Willing to travel up to 20%
• Bilingual a plus (Spanish, Portuguese or French Preferred)
• Ability to work a shift between business hours of 5am - 11pm with maybe one weekend day

We are a team of more than 72,000 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.

When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare.

For everyone. Everywhere. Sustainably.

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