Customer Service Engineer 2 - Corpus Cristi, TX
Siemens Healthcare Diagnostics Inc.

Job Info

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Do you want to join us in helping to fight the world's most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.

At Siemens Healthineers, we offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting? Then come and join our global team as Customer Service Engineer II.

Our global team: We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what's possible in healthcare to help improve people's lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what's possible, to improve people's lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers .

• Service Area - Corpus Cristi, TX

This is a role well suited to an ambitious professional, looking for the next step in their career. As a Customer Service Engineer II, you will be responsible for :

• Uptime of customer equipment: Diagnose problems and directly repair customer equipment for assigned instrument product lines.
• Resource Management: Minimize the costs of servicing customer equipment.
• Customer Satisfaction/Business Development: Provide service that supports high levels of customer satisfaction; support/develop Service business.
• Administration: Conduct administrative and support tasks as required by Siemens and Service Management.
• Meet all Key Performance Indicators (KPI's) of the business for your position.
• Ensure that all required training courses are completed on time and sign off completion in the system.
• Ensure that all tool and test equipment expiration dates are managed and that no overdue for calibration test equipment is used or maintained in the field and usage of tool and test is documented on eFSR.
• Customer follow-up call for each on-site repair (OSR) to ensure the instrument is operating at specification and the customer is satisfied.
• Meet requirement of 100% Compliance with Complaint Handling Process Documentation as required in service process (1849-8 and/or updated processes).
• Work directly with 2nd level support as required.
• Additional Individual Responsibilities as required.

This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers

Knowledge of Siemens Medical Solutions USA and Siemens Healthineers as a company:

New Hire Orientation

Legal, Compliance and Ethics Training

Knowledge of relevant procedures, processes, and standards:

• • Policies, procedures, process as required per the CSE Handbook
  • Demonstrate understanding of the safety procedures/guidelines of biohazards, PPE, etc. in the laboratory environment
  • EH&S curriculum per Regulatory and Compliance Management
  • HIPAA/PHI Curriculum
  • Quality Management Systems knowledge (i.e. SKB's)

Other competencies highly specific to the role:

Relevant technical training courses

General knowledge of Clinical Workflow

Can learn new mechanical and technical concepts and equipment changes as required

Can locate, read, and understand documents for install, set-up, repair, troubleshooting, schematics, block diagrams and functional descriptions

Become proficient in diagnosing problems

Application of basic networking theory

Can operate the instrument to generate results for all major customer applications in order to demonstrate and check operation

Can identify major parts (assemblies, sub-assemblies, and components) and understand their function

Can demonstrate in-field basic understanding of most content taught on assigned instrument product lines at the Training Center

Knows safety procedures/guidelines for instrument product lines

Understanding preventative maintenance and Update procedures for the assigned equipment

The ability to complete and assist in the installation of assigned instruments as required

General understanding of the principles of electricity, power supplies, and grounding

Proficiency in all necessary network applications and tools (including but not limited to eVO, mButler, MS Office applications, Concur, NAM Customer Service website-Engineer Tools).

Meet and maintain requirements and responsibilities of company vehicle compliance, i.e. vehicle maintenance, driving requirements, etc.

Communications/Relationship Competencies:

• • Demonstrate excellence in customer communications
  • Time management
  • General writing skills
  • Interpersonal relationship / teambuilding skills

Additional individual competencies as required.

Required skills to have for the success of this role

• Minimum high school diploma; technical Associates Degree or equivalent preferred.

• Must be proficient in the use of tools and service test equipment, with the ability to work both individually and in an established team setting.

• Proficiency in all necessary network applications and tools (including but not limited to eVO, mButler, MS Office applications, Concur, NAM Customer Service website-Engineer Tools).

• 3+ years' experience as a medical technologist or field service engineer (biomedical engineer) servicing diagnostic instruments needed.

• Valid driver's license, ability to drive independently day and night, and good driving record required.
• Physical Requirements: Lifting 50lbs (floor to above waist/head), walking, ladder/stepstool climbing, bending, twisting, sitting work, squatting work, standing work, high-reach, fine grasping manipulation, good vision, and ability to work alone.

Must demonstrate excellent judgment in customer relations and in managing company resources; strong competency in instrument systems technology to include mechanics, electrical, chemistry, and software technology; experience with electronics, hydraulic and pneumatic systems.

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose: To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

If you want to join us in transforming the way healthcare is delivered, visit our career site at https://usa.healthcare.siemens.com/careers .

If you wish to find out more about the specific position before applying, please visit: https://usa.healthcare.siemens.com/about .

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As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.

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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