上海招聘

Product application service, support and monitoring

Responsible for 2nd level incident support (and/or 1st Level incident support for clinical application related functions) by telephone, ticket system, e-mail and/or onsite to local service personal, mainly in the responsible time zone.

Responsibility / Tasks:

1.Lead/participate the introduction of new products within the region, if requested and demonstrate high degree of Clinical/Scientific expertise for relevant modality aspects of designated Siemens Healthcare products.

2.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.

3.Analysis of the incident with help of the local applications personnel, remote diagnostic, data analysis and the knowledge database.

4.Take necessary action and document it all in the Service ticketing system with the necessary follow up action.

5.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.

6.Start escalation to the CS Headquarter Support Center (problem management) with consideration of the escalation guideline.

7.On request of the local service organization perform on-site support.

8.Documentation of the solution and propose new cases to the knowledge database.

9.Lead regular regional teleconferences and regularly participate in global or regional conference calls and or Exchange/ Focus meetings. Actively transfer applications knowledge into and around RSC support team to keep a well-balanced skills profile thus maintaining a high quality of service.

10.As required and on behalf of Product Education, perform Initial and/or Advanced Training for Customers and/or Field Applications personnel alike on site and in formal classroom settings, and lead Regional Workshops.
11.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.

12.Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems in regard to the applications support of the product, with corresponding interaction with HQ Product Support for product and systems improvement.

Competence
?Experience in solving complex problems by using structured solving methods
?Very good clinical workflow know-how for the corresponding modality
?Good interpersonal skills, professional attitude, excellent teamwork and organizational skills
?Good telephone and English communications skills, both written and oral
?able to identify priorities and derive/decide the necessary actions
?Knowledge of Clinical/Scientific Workflow within the customer environment is crucial
?Focusing on the customer’s perspective when setting priorities and taking action;
?Implementing service practices that meet the customers’ and own organization’s needs
?Collaborating effectively with individuals with diverse backgrounds, cultures, styles, abilities, and motivation
Education/ Experience:
?＞3 years’ experience in Applications Support environment, or as clinical/scientific applications specialist on customer systems for relevant modality.
?Experience in solving complex problems by using structured solving methods.
?Knowledge of Clinical/Scientific Workflow within the customer environment is crucial
?A clinical or university degree in diagnostics/radiology or equivalent in a relevant life science subject, or equivalent education and work experience

在西门子医疗，我们的目标是通过全面实现数字化医疗，助力医疗服务提供者在各自领域推进精准医疗、转化诊疗模式、改善患者体验，以全方位助力其提升价值。每一天，全球有五百万名患者在影像诊断、临床诊疗、实验室诊断、分子医学以及数字化医疗和企业服务方面受益于我们的创新技术和服务。拥有超过170年历史，在全球范围内持有18,000个专利，西门子医疗是领先的医疗技术公司。我们在全球超过70个国家约50,000名员工将继续创新，塑造医疗行业的未来。
At Siemens Healthineers, our purpose is to enable healthcare providers to increase value by empowering them on their journey towards expanding precision medicine, transforming care delivery, and improving patient experience, all enabled by digitalizing healthcare.
An estimated five million patients globally everyday benefit from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services.
We are a leading medical technology company with over 170 years of experience and 18,000 patents globally. With about 50,000 dedicated colleagues in over 70 countries, we will continue to innovate and shape the future of healthcare.