西安招聘

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What are my responsibilities

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.

Contacts (internal/external): Field Service Personal, Customer Care Center, Service Managers, Regional Support Center colleagues, HSCs and development team of the responsible Business Units

External Service partner and customer, Hospital Clinical Administrator, End users



Responsibility / Tasks:

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.
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.
Analysis of the incident with help of the local applications personnel, remote diagnostic, data analysis and the knowledge database.
Take necessary action and document it all in the Service ticketing system with the necessary follow up action.
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.
On request of the local service organization perform on-site support.
Documentation of the solution and propose new cases to the knowledge database.
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.
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.
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.
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

西门子股份公司是全球领先的技术企业，170 余年来不断致力于卓越的工程技术、创新、品质、可靠性和国际化发展。公司业务遍及全球，专注于电气化、自动化和数字化领域。 作为***的高效能源和资源节约型技术企业之一，西门子在高效发电和输电解决方案、基 础设施解决方案、工业自动化、驱动和软件解决方案等领域占据领先地位。依托公开上市 的子公司西门子医疗股份公司，西门子也是计算机断层扫描和磁共振成像系统等医疗成像 设备，以及实验室诊断和临床IT 领域领先的技术领导者。

西门子***在中国开展经营活动可以追溯到1872 年，当时西门子向中国提供了***台指针式电报机，并在19 世纪末交付了中国***台蒸汽发电机以及***辆有轨电车。1985 年，西门子与中国政府签署了全面合作备忘录，成为***家与中国进行深入合作的外国企业。140 余年来，西门子以创新的技术、卓越的解决方案和产品坚持不懈地为中国的发展提供全面支持，并以出众的品质和令人信赖的可靠性、领先的技术成就以及不懈的创新追求，在业界独树一帜。

西门子见证了中国改革开放带来的巨大变化，同时也为中国的改革发展做出了重要贡献。2018 财年（2017 年10 月1 日至2018 年9 月30 日），西门子在中国的总营收达到81亿欧元。西门子在中国拥有超过33000 名员工，中国已成为西门子第二大海外市场。