Technical Support Technician 4 for Atellica Solution (186174) (Cary)

Siemens in Cary, NC

  • Industry: Information Technology - IT Help Desk/Technical Support
  • Type: Full Time
  • $53,330.00 - 84,120.00
position filled

Job Description

Nows our time to inspire the future of healthcaretogether.

At Siemens Healthineers, we are passionate about enablinghealthcare professionals to deliver high quality patient care, and to do soaffordably.A leading global healthcarecompany, Siemens Healthineers continues to strengthen our portfolio of medicalimaging and laboratory diagnostics, while adding new offerings such as managedservices, consulting, and healthcare IT services as well as further technologiesin the growing market for therapeutic and molecular diagnostics.

Siemens Healthineers develops innovations that support betterpatient outcomes with greater efficiencies, giving providers the confidence,they need to meet the clinical, operational and financial challenges of achanging healthcare landscape. Join ourteam now at Siemens Healthineers as Technical Support Technician 4.

The Remote Services Center is a fast-paced, dynamic environment with astrong customer focus, offering the right candidate the opportunity to build oncurrent strengths, acquire new skills, and be a member of a highly impactfulteam. As a global healthcare provider, Siemens offers a wealth of growthopportunities for motivated individuals.

Ourideal candidate will exhibit initiative to learn and demonstrate technicalexpertise in clinical laboratory applications, as well as, theelectro-mechanical ability needed to troubleshoot diagnostic laboratoryinstruments over the phone. You must possess strong computer skills and be ableto communicate effectively over the phone, and through written documentation.

Asa Candidate you must display a positive attitude with both internal and externalcustomers, striving to exceed expectations at all times.You must be able to make sound decisions thatpromote the interests of both Siemens and the customer.Candidate must be a selfless team player andenthusiastic proponent of change.

This is a rolewell suited to an ambitious professional, looking for the next step in theircareer. As a Service Technician 4, you will be responsible for :

  • Providing phone/email support for internal/external customer, as well as, consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool
  • Demonstrating a high level of technical expertise in clinicallaboratory practice while supporting Chemistry and Immunoassay systems (Atellica Solution)

  • 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
  • This position may suit you best ifyou are familiar with what is below,andwould like to develop your career with Siemens Healthineers:

  • You have analytical thinking abilities to supportadvanced technical troubleshooting and problem solving skills for assignedproduct line
  • You have exceptional phone and communicationsskills to support collaboration with the customer, as well as,other internal resources to develop andimplement action plans to resolve customer issues
  • You are proficientin Microsoft Office Suite including Outlook, Excel, Wordand other applications
  • You have a positive"can-do" attitude in all communications and the ability to thrive asa member of a collaborative, cross-functional team
  • Leverages team abilities to best serve thecustomer, and collaborates with team members and counterparts in other parts ofthe organization to develop and implement action plans to resolve customerissues
  • You are willing to create an open, supportiveenvironment consistent with the culture of Service Based Leadership
  • Requiredskills to have for the success of this role

  • Preferred candidate must have Associates orBachelors degree in a science-related or engineering field, or equivalentexperience. (Med-Tech Degree Preferred*)
  • The position has astrong preference to be based in the (Glasgow, DE facility, NorwoodMassachusetts facility) however; we will also consider exceptionally qualifiedcandidates that are field-based.
  • Willing to travel upto 35%
  • 7 plus years Comparable Experience

  • At Siemens Healthineers, we value those who dedicate their energyand passion to a greater cause. Our people make us unique as an employer in themed-tech industry. What unites and motivates our global team is the inspirationof our common purpose:To innovate forhealthcare, building on our remarkable legacy of pioneering ideas thattranslate into even better healthcare products and services. We recognize thattaking ownership of our work allows both us and the company to grow. We offeryou a flexible and dynamic environment and the space to move beyond yourcomfort zone to grow both personally and professionally.

    If you want to join us in transforming the way healthcareis delivered, visit our career site at

    If you wish to find out more about the specific beforeapplying, please visit:

    Job ID: 186174

    Organization: Siemens Healthineers

    Company: Siemens Medical Solutions USA, 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, 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.

    California Privacy Notice
    California residents have the right to receive additional notices about their personal information. To learn more, click here.

    Associated topics: assistant, desk, edi, information technology help desk, information technology support, msword, system support, technical support, technical support specialist, troubleshoot

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