Regional Support Specialist - SY
上海西门子医疗器械有限公司(SSME)
- 公司规模：1000-5000人
- 公司性质：外资(欧美)
- 公司行业：医疗设备/器械
职位信息
- 发布日期：2014-05-06
- 工作地点：上海-浦东新区
- 招聘人数：2
- 学历要求：本科
- 语言要求：英语精通
- 职位类别：软件工程师 系统工程师
职位描述
For our Siemens Shanghai Medical Equipment Company in Shanghai, we are looking for a Regional Support Specialist.
What are my responsibilities?
Mission of Function
responsible for 2nd level incident support (and/or 1st Level incident support for IT related functions) by telephone, ticketsystem, e-mail and/or onsite to local service personal, mainly in the responsible timezone
Dimensions of Function
Product technical or Applications support and monitoring for SY modality. Day to day IT Administration (for IT related functions including updating system)
Contacts (internal /external)
Field Service Personal, Customer Care Center, Service Managers and/or SRS Mgrs of the countries
RSC colleagues (also from the other RSCs), HSCs of the responsible BUs
external Service partner and customer, Hospital IT or Clinical Administrator for IT related functions
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 HSC or RU.
analysis of the incident with help of the local service engineer, remote diagnostic, data analysis and the knowledge database submission to HSC/BU for possible solution after studying trends & summarize complex issues
take necessary action and document it all in the Service ticketing system with focus on exceeding Event Monitoring ratio performance targets
Responsible for customer satisfaction of the modality, demonstrating proactive attitude and actions to optimize performance and their perception (e.g. proactive checking of high "cost instruments" and developing specific action plans). Develop and maintain relationships with top customers and opinion leaders.
start escalation to the CS Headquarter Support Center (problem management) with consideration of the escalation guideline
Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems in regard to the support of the product, with corresponding interaction with HQ Product Support for product and systems improvement
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.
Configure and maintain IT systems and/or interfaces to other systems in a customer environment for IT related functions
What do I need to qualify for this job?
Education:
a technical or university degree in IT or equivalent education and work experience. Preferrence for biomedical engineering qualificaitons
Experience:
1-3 years experience in IT support or implementation role, in healthcare industry would be preferred
IT knowledge, MS office and Web applications
Experience in diagnosing errors on system and interpretation of product issues
Languages: College English Band 4 or above. With good telephone and English communications skills, both written and oral
knowledge:
understand the diversity in different cultures across Asia is advantageous
able to identify priorities and derive/decide the necessary actions
Knowledge of service & logistics process
good analytical skills and knowledge of problem solving techniques
Call process & Quality Mgt
experience in identifying error logs & solving recommending cause of action using structured solving methods. Experience in the diagnosis and maintenance of IT systems, ideally in a hospital setting for IT related functions
Other:
The job required a flexible approach in arranging working hours and travelling to Nanhui office, ie participate in early start roster and late finish roster e.g. work from 8:00AM to 20:00, on roster
What else do I need to know?
Siemens is dedicated to quality, equality, and valuating diversity and we welcome applications that reflect the diversity of the communities within which we work. Please find more information at: http://www.careers.siemens.com.cn
We are looking forward to receiving your online application. Please ensure you complete all areas of the application form to the best of you ability as we will use the data to review your suitability for the role.
Contact
If you want to know more Siemens job opportunities, please be free to log in our career website www.career.siemens.com.cn
What are my responsibilities?
Mission of Function
responsible for 2nd level incident support (and/or 1st Level incident support for IT related functions) by telephone, ticketsystem, e-mail and/or onsite to local service personal, mainly in the responsible timezone
Dimensions of Function
Product technical or Applications support and monitoring for SY modality. Day to day IT Administration (for IT related functions including updating system)
Contacts (internal /external)
Field Service Personal, Customer Care Center, Service Managers and/or SRS Mgrs of the countries
RSC colleagues (also from the other RSCs), HSCs of the responsible BUs
external Service partner and customer, Hospital IT or Clinical Administrator for IT related functions
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 HSC or RU.
analysis of the incident with help of the local service engineer, remote diagnostic, data analysis and the knowledge database submission to HSC/BU for possible solution after studying trends & summarize complex issues
take necessary action and document it all in the Service ticketing system with focus on exceeding Event Monitoring ratio performance targets
Responsible for customer satisfaction of the modality, demonstrating proactive attitude and actions to optimize performance and their perception (e.g. proactive checking of high "cost instruments" and developing specific action plans). Develop and maintain relationships with top customers and opinion leaders.
start escalation to the CS Headquarter Support Center (problem management) with consideration of the escalation guideline
Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems in regard to the support of the product, with corresponding interaction with HQ Product Support for product and systems improvement
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.
Configure and maintain IT systems and/or interfaces to other systems in a customer environment for IT related functions
What do I need to qualify for this job?
Education:
a technical or university degree in IT or equivalent education and work experience. Preferrence for biomedical engineering qualificaitons
Experience:
1-3 years experience in IT support or implementation role, in healthcare industry would be preferred
IT knowledge, MS office and Web applications
Experience in diagnosing errors on system and interpretation of product issues
Languages: College English Band 4 or above. With good telephone and English communications skills, both written and oral
knowledge:
understand the diversity in different cultures across Asia is advantageous
able to identify priorities and derive/decide the necessary actions
Knowledge of service & logistics process
good analytical skills and knowledge of problem solving techniques
Call process & Quality Mgt
experience in identifying error logs & solving recommending cause of action using structured solving methods. Experience in the diagnosis and maintenance of IT systems, ideally in a hospital setting for IT related functions
Other:
The job required a flexible approach in arranging working hours and travelling to Nanhui office, ie participate in early start roster and late finish roster e.g. work from 8:00AM to 20:00, on roster
What else do I need to know?
Siemens is dedicated to quality, equality, and valuating diversity and we welcome applications that reflect the diversity of the communities within which we work. Please find more information at: http://www.careers.siemens.com.cn
We are looking forward to receiving your online application. Please ensure you complete all areas of the application form to the best of you ability as we will use the data to review your suitability for the role.
Contact
If you want to know more Siemens job opportunities, please be free to log in our career website www.career.siemens.com.cn
公司介绍
上海西门子医疗器械有限公司(http://www.healthcare.siemens.com.cn/about-us-cn/healthcare-development-ssme-cn)成立于1992年，是西门子（中国）有限公司下属的独资公司。目前公司致力于计算机断层扫描诊断设备(CT)、X光机诊断设备、及其零部件的研发生产。相关客户服务也是我们业务的重要组成部分。公司并参与Soarian MedSuite 的全球研发及在中国的项目实施。公司被上海市政府授予高新技术企业称号。
上海西门子医疗器械有限公司不仅是西门子供应全球市场的医疗影像设备制造基地，而且是西门子医疗影像设备和医疗软件的研发中心之一。公司拥有800多名员工，其中研发人员超过270人。
上海西门子医疗器械有限公司位于上海国际医学园区（周祝公路278号），占地面积10万平方米，其中各类研发及生产区域占地超过35000平方，总投资超过3亿多人民币，是西门子医疗业务领域在亚太地区最大的研发和制造中心，也是目前上海最大的医疗器械研发生产高科技企业之一。
近几年来，公司发展尤为迅速。 CT业务部门成功研发制造了双层螺旋CT SOMATOM Spirit，以及6层16层螺旋CT SOMATOM Emotion系列。X光机部门则成功地向市场推出了中国热销的X射线拍片系统Aristos VX Plus等优质产品。
公司的客户服务部门，提供培训，区域技术支持及各类零备件的物流服务。
公司的医疗软件部门致力于研发和实施西门子全球化和本地化的Soarian MedSuite产品
公司将继续加大研发力度，为市场提供更多高品质的医疗设备和医疗软件，为健康水准的普遍提高作出积极贡献。
公司地址：上海市浦东新区周祝公路278号 邮 编：201318
公司网站：http://www.healthcare.siemens.com.cn/about-us-cn/healthcare-development-ssme-cn
公司邮箱：recruitment_healthcare@siemens.com
上海西门子医疗器械有限公司不仅是西门子供应全球市场的医疗影像设备制造基地，而且是西门子医疗影像设备和医疗软件的研发中心之一。公司拥有800多名员工，其中研发人员超过270人。
上海西门子医疗器械有限公司位于上海国际医学园区（周祝公路278号），占地面积10万平方米，其中各类研发及生产区域占地超过35000平方，总投资超过3亿多人民币，是西门子医疗业务领域在亚太地区最大的研发和制造中心，也是目前上海最大的医疗器械研发生产高科技企业之一。
近几年来，公司发展尤为迅速。 CT业务部门成功研发制造了双层螺旋CT SOMATOM Spirit，以及6层16层螺旋CT SOMATOM Emotion系列。X光机部门则成功地向市场推出了中国热销的X射线拍片系统Aristos VX Plus等优质产品。
公司的客户服务部门，提供培训，区域技术支持及各类零备件的物流服务。
公司的医疗软件部门致力于研发和实施西门子全球化和本地化的Soarian MedSuite产品
公司将继续加大研发力度，为市场提供更多高品质的医疗设备和医疗软件，为健康水准的普遍提高作出积极贡献。
公司地址：上海市浦东新区周祝公路278号 邮 编：201318
公司网站：http://www.healthcare.siemens.com.cn/about-us-cn/healthcare-development-ssme-cn
公司邮箱：recruitment_healthcare@siemens.com
联系方式
- Email：healthcare@siemens.com