SSME HC SV CS RSC Regional Support Specialist 西门子医疗 区域支持专员

Job description

For our Siemens Shanghai Medical Equipment Company in Shanghai, we are looking for a Regional Support Specialist -SY Engineering

What are my responsibilities?

Mission: Responsible for 1st level incident support by telephone, ticket system, e-mail and/or onsite to end users, and 2nd level support to on-site application specialists for Siemens Imaging Advanced Visualization products

Dimension of function: Product application support (remote and/or on-site) and monitoring for SYNGO modality

Contacts (internal /external):
Field Service Personal, Customer Care Center, Service Managers and/or SRS Mgrs of the countries
Regional Support Center colleagues HSCs of the responsible Business Units
External Service partner and customer, Hospital Clinical Administrator, End users

Responsibility / Tasks:
Receive telephone, email and GSMS notification and take necessary action by using problem solution techniques, setting priorities and as required, follow the complaint handling and escalation guidelines with prompt attention to internal and external requests, to escalate problems to headquarter support center.

Demonstrate high degree of Clinical/Scientific expertise for relevant modality aspects of designated Siemens Healthcare imaging or diagnostic products.

Analysis of the incident with help of the end users or local applications personnel, remote diagnostic and the knowledge database

Take necessary action and document it all in the Service ticketing system

Follow up action that have been taken and if necessary modify them

Start escalation to the CS Headquarter Support Center (problem management) with consideration of the escalation guideline

Documentation of the solution and propose new cases to the knowledge database

Bring customer feedback into the Research and Development process

As required and on behalf of Product Education, perform Initial and/or Advanced Training for Customers and/or Field Applications personnel alike on site and in formal classroom settings, and lead Regional Workshops.

Contribute to achieving the Mission, Values, and Vision of the company. Maintain at all times strict compliance to ethical principles and Health, Safety, and Quality norms of the company.

20% of domestic and international business travel is required.

Education: A university degree on medical related field with coursework on medical imaging (e.g. Computed Tomography or MRI)

Experience: 1-3 years as radiology technologist or radiologist. Must have basic knowledge on Information Technology and Microsoft Operating Systems. Experience on Siemens advanced visualization product is an advantage.

Languages:

College English Band 4 or above. With good telephone and English communications skills, both written and oral. Able to translate medical terms from Chinese to English and vice versa

Knowledge:

Understand the diversity in different cultures across Asia is advantageous

Able to identify priorities and derive/decide the necessary actions

Call process & Quality Management.