Technical Support Engineer

Job description

Provides technical product and systems support to internal staff and external customers.

Responsibilities

·  Supports complex product support to customers remotely via complaint handling processes, telephone, e-mail, and documents accordingly.
·  Involved in on-site and in-house troubleshooting for the most complex products and other related products to customers.
·  Assists in programs to increase customer satisfaction.
·  Provides information to the field via service knowledge bulletins.
·  Provides recommendations of the most complex product needs of the customer to product design group.
·  Supports coordination for new product introductions as they relate to Headquarter support.
·  Determines priorities of tasks and actions and schedules measures accordingly.
·  Supports customer remotely and onsite (on occasions) and provides 3rd level user support in case of arising issues.
·  Contributes to or conducts the maintenance and improvement of internal tools, equipment, processes, and data repositories.
·  Adheres to relevant processes and regulations.
·  May be involved in technical design and developments for service offerings.
·  Needs to solve assigned, non-routine tasks, to contribute to projects or assignments, or to support development of guidelines, methods, tools or business processes.

Key Responsibilities

·  Preempts potential problems and provides effective solutions in reaction to application of concepts, techniques, knowledge, or processes.
·  Displays original thinking in applying principles, theories, and concepts on a wide range of problems.

Education

·  BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience. Certification may be required in some areas.
·  Needs professional technological, economical or scientific know how, methods, tools and principles, and applies to differing and variable situations.

Knowledge

·  Demonstrates extensive knowledge in field of specialization or multiple disciplines to the successful completion of complex assignments.
·  Successfully serves as point of authority and/or source of technical/scientific knowledge for area of expertise.
·  Demonstrates knowledge of organization's business practices and issues faced and contributes to problem resolution of those issues.
·  Good knowledge in a technical field or business method including the basic theoretical background. Develops basic business understanding. Contributes to team effort, awareness of expected value-add. May improve processes, business methods or technical components. 

Experience

·  2+ years of successful experience in related field and successful demonstration of Key Responsibilities and Knowledge as presented above.
·  Advanced degree may be substituted for experience, where applicable.

Key Working Relationships

·  Acts as advisor to management and business partners on routine technical matters.
·  Represents the company as the primary external contact.

Organization: Siemens Healthineers

Company: Siemens Healthcare Diagnostics Inc.

Experience Level: Experienced Professional

Job Type: Full-time

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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