Job Description

Job Description

Now’s our time to inspire the future of healthcare together.

Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 48,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. An estimated 5 million patients across the globe benefit every day 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. This is what truly matters to us.

Technical Support Technician 3 (TST) – MAX Magnet: Technical support technicians (TSTs) provide support to customers, field engineers and hospital based biomedical service technicians of MRI systems and related technologies. The TSTs leverage remote service capabilities and expert knowledge to remotely identify technical issues and provide detailed action plans to field based technicians. TSTs also support initiatives to continuously improve the quality of the service product.  As a part of the RSC America organization, the TST will be responsible to provide remote or onsite support to customers from countries located within the Americas.

Responsibilities

·       In your role you will provide technical support to customers or CSEs for Magnet systems manufactured by Siemens Healthineers, triage the call through attempting remote diagnosis and/or remote repair using Help Lightning or other tools provided by the company.

·       You will create notifications for incoming CSE/Customer calls, utilize real time task management for documentation of work performed and recommended action plan.

·       You will proactively monitor Magnet Cooling parameters using SRS or other available tools and review systems with high liquid Helium boil-off rate to identify the root cause and provide recommendations to resolve it.  

·       You will initiate escalation process for critical issues. Carefully document each step and action taken toward a solution to ensure compliance of processes and provide retrospective analysis of the escalation, submitting potential complaints as appropriate.

·       You will perform on-site repair of customer equipment when necessary.

·       You will provide detailed explanations and presentations of outcomes to internal and external stakeholders when necessary.

·       You will work on-call/stand-by or travel out of the assigned area as scheduled by the Operations Manager to meet obligations of customer contracts and to respond to emergencies.

·       You will Work in cross-functional teams and participate in quality reviews of service activity

·       You will collaborate with the factory and product support to improve serviceability and documentation.

·       You will participate in trainings and workshops

·       You will work various shifts, support standby and weekend rotations.

Required Knowledge/Skills, Education, and Experience

·       Bachelor’s Degree or equivalent experience required.

·       Minimum of 5-8 years of experience in working with Siemens Magnet Cooling systems, cryogen handling and coldhead exchanges.

·       Willing to travel up to 30% both domestic and international.

Preferred Knowledge/Skills, Education, and Experience

·       8 - 10 years of experience working in medical imaging industry.

·       Factory trained in Magnet Service – Advanced training including magnet de-icing, cold head replacement, Magnet cooldown and shim calculation

·       Experience in using analytical tools such as Excel/PowerPoint to develop reports.