(SLC HC)SSME H CX CS Regional Support Specialist
西门子（中国）有限公司 医疗集团 Healthcare (HC)
- 公司行业：医疗设备/器械 制药/生物工程
职位信息
- 发布日期：2015-02-25
- 工作地点：上海-浦东新区
- 招聘人数：1
- 语言要求：英语熟练
- 职位月薪：面议
- 职位类别：售前/售后技术支持工程师 客服专员/助理(非技术)
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 Event Monitoring and/or 1st Level incident support for IT related functions by telephone, ticket system, e-mail and/or onsite to local service personal, mainly in the responsible timezone
Dimensions of Function
Product technical support and monitoring for AX/XP 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
Perform Event Monitoring including responding to Guardian, Tubeguard events etc
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 electronics or IT or equivalent education and work experience. Preferrence for biomedical engineering qualifications
Experience:
1-2 years experience in AX/XP 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 4:00AM to Mid day and from Mid day to 20:00, on roster
What are my responsibilities?
Mission of Function
responsible for Event Monitoring and/or 1st Level incident support for IT related functions by telephone, ticket system, e-mail and/or onsite to local service personal, mainly in the responsible timezone
Dimensions of Function
Product technical support and monitoring for AX/XP 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
Perform Event Monitoring including responding to Guardian, Tubeguard events etc
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 electronics or IT or equivalent education and work experience. Preferrence for biomedical engineering qualifications
Experience:
1-2 years experience in AX/XP 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 4:00AM to Mid day and from Mid day to 20:00, on roster
公司介绍
西门子（中国）有限公司 医疗集团 Healthcare (HC)诚聘