Technical Support Technician 3-Urinalysis & Diabetes

Job description

Locations:Norwood, Massachusetts
Job Family:Customer Services

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Job Description

Division: Siemens Healthineers
Business Unit: Healthineers (HC)
Requisition Number: 235194
Primary Location: United States-Massachusetts-Norwood
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: 5%

Division Description:

Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.

With 45,000 employees Siemens Healthineers is one of the world's largest suppliers of technology to the healthcare industry and a leader in medical imaging, laboratory diagnostics and healthcare IT. All supported by a comprehensive portfolio of clinical consulting, training, and services available across the globe and tailored to customers' needs. So that more people can have a life that is longer, richer, and more filled with happiness.

For more information, please visit: http://www.usa.siemens.com/healthineers

Job Description:

TST 3

SUMMARY

Individual is responsible for providing technical phone support to Siemens Urinalysis and Diabetes customers and escalating unresolved issues to ensure timely problem resolution.They must possess excellent communication, customer service and problem solving skills.

Please note: This is a Monday - Friday first shift position (11:30AM-8:00PM)

RESPONSIBILITIES

·  Achieves customer satisfaction through timely follow up and appropriate troubleshooting
·  Proficientskills in typing and Outlook, Excel, Wordand other job critical applications
·  Maintains a high level of technical expertise on products supported
·  Works collaboratively to develop and implement action plans to resolve customer issues
·  Ensure compliance and accuracy to all Siemens T&E policies
·  Expense reports submitted within 2 weeks of return from travel
·  Remote expenses submitted monthly
·  Compliance to all Siemens pay policies
·  Accurate and timely approval and submission of Timecard

·Compliance with TSC Procedures/Processes

oFollow all applicable procedures

oOn Time sign-off on all Learn 4U procedures/trainings

oAccurate and timely documentation of all customer interactions(Clear and concise documentation that can be easily followed and understood)

oTimely identification, submission and follow up on all escalations (PPI/PSI) per procedure

·  Queue Management(Review and take action on all open notifications)
·  Follow call flow process as designated by product line
·  Demonstrate appropriate customer service skills to improve the customer experience
·  Demonstrate a sense of urgency with internal and external customers and take ownership to resolve issues
·  Proactively engage business partners to ensure a seamless interaction for the customer (i.e. emails/phone calls to RSM high dispatch rate or repeat dispatches, reach out to TAO for training concerns)
·  Identifies gaps, proposes effective solutions (i.e. Technical, Process and/or Team related ( i.e. – Technical Tips, Trainings, Process tips)
·  Drive individual KPIs to meet the needs of the customer/business

oAchieve passing notification review results in accordance with procedure

oAchieve Direct calls handled per hour within 1SD of the group average

oAchieve Direct and log calls per hour within 1SD of the group average

oAchieve Records per hour within 1SD of the group average

oAchieve Resolution Rate +/- 1SD of the group average

·  Exhibits characteristics and behaviors which support TSC Mission, Vision and Values
·  Creates an open, supportive environment consistent with the culture of Service Based Leadership

Preferred Knowledge/Skills, Education, and Experience

·Education: Bachelor's degree in Medical Technology, Life Sciences or similar course of study

·Past experience: 3-5 years experience in the laboratory or field

·Competency in technical troubleshooting

·Analytical thinking

·Excellent soft skills

·Excellent Communication Skills (Verbal and Written)

·Collaboration in a team environment

·Proficiency in Computer Applications

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, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more,Click here .

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more,Click here .

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