Service Engineer - Biomedical Technical Solutions Center - Remote

Service Engineer - Biomedical Technical Solutions Center - Remote

Join us in pioneering breakthroughs in healthcare. The Individual is responsible for providing technical phone support to Siemens Healthineers Urinalysis and Diabetes customers, ensuring timely escalation of unresolved issues to achieve resolution and customer satisfaction. Excellent communication and customer service skills are essential. The role requires advanced technical troubleshooting and problem‑solving skills for the supported product line, collaboration with customers and internal resources, and proficiency in Microsoft Office Suite (Outlook, Excel, Word, etc.).

An open, supportive environment consistent with Service Based Leadership is created.

• Demonstrate appropriate customer service skills to improve the customer experience and achieve customer satisfaction by providing troubleshooting to meet issue resolution of our customer needs, dispatching field service where applicable.
• Primarily responsibilities include but not limited to:
  • Phone Support:
    Answer incoming support requests from internal/external customers using Siemens Healthineers Urinalysis and Diabetes instrumentation.
  • Email Support:
    Monitor personal and group email boxes including electronic inquiry mailboxes in support of our internal/external customers.
  • Queue Support:
    Monitoring and management of unassigned tickets in product‑specific queues.
  • Ticket Management:
    Consistent monitoring and ownership of open tickets, reviewing and taking action on all open tickets to resolve internal/external customer issues to their satisfaction.
  • Knowledge Sharing:
    Communicate knowledge to inform and/or increase expertise within the RSO.
  • Mentoring:
    Advise and train colleagues to advance knowledge and ensure their success on specific product line.
  • Technical Notes:
    Creating technical notes for product support in One Note, newsletters, etc.
  • Instrument Maintenance:
    Help support the maintenance of all RSO owned equipment used for training and “hands‑on” use.
  • Knowledge Repository Maintenance:
    Add/remove/update information and links on product‑specific SharePoint site.
  • Escalation Support:
    Participate in escalation conference calls with field partners to provide guidance and ensure seamless resolution to the customer issues.
  • Headquarters Support Escalation Follow‑up:
    Collaborate with HSC (Next Level Support) to provide additional updates.
• Meet / Exceed individual service level metrics to meet the needs of the external customer/business.
• Compliance and accuracy to all Siemens pay and T&E policies.
• Compliance to all RSO Procedures/Processes.
• Provide on‑site customer support as needed, up to 60% (modality dependent).

• +3 to 5 years practical and specialized experience, or specialized qualification needed in the area of Medical Technology;
  Biomedical Engineer or Biology.
• BS/BA in related discipline (Medical Technology, Biomedical Engineering, Biology) preferred.
• Excellent verbal & written communication skills.

The Base Pay Range for this position is $75,660 - $104,027
. Factors which may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long‑term and short‑term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Siemens Healthineers 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…