Newark, Delaware
04 Oct 2016
26 Nov 2016
Oil and Gas
Contract Type
Full Time
Division Healthineers
Job Type Regular

Business Unit LD - Laboratory Diagnostics
Job Time Full-Time

Functional Area ENG - Engineering
Experience Level Senior Level

Req ID 158276
Required Education Bachelors Degree or equivalent experience

Location DE - Newark
Required Travel 20%

Division Description
The Siemens Healthcare Division develops innovations that support better patient outcomes with greater efficiencies, giving providers the confidence they need to meet the clinical, operational and financial challenges of a changing healthcare landscape.  As a global leader in medical imaging, laboratory diagnostics, and healthcare information technology, we have a keen understanding of the entire patient care continuum-from prevention and early detection to diagnosis and treatment.  

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Job Description
Informatics Support Engineer

Position Overview

The Headquarter Support Center (HSC) Informatics engineer provides expert level service and support to the Regional Units primarily for problem management and for more complex incident management of issues escalated by the Regional Support Centers (RSC).

• This role requires keen problem management and written skills to address and document technical issues that impact the Siemens laboratory informatics portfolio. HSC is required to work collaboratively with cross functional partners to achieve a final solution and eliminate root cause.
• HSC is required to understand all aspects of Siemens Healthcare Informatics products to ensure troubleshooting and issue identification in the form of non-conformance are escalated and processed correctly via the Siemens quality complaint handling process.
• The Global Informatics support engineer may respond to the most difficult problems either on site or through remote interaction.
• The Global Informatics support engineer is also the primary liaison between the RSC or DCU (Designated Complaint Unit), for problem clarification with R&D and/or OEM vendors for complaint investigation or confirmation processes.
• This position is in-house under Siemens Healthcare service organization for Laboratory Diagnostics (HC SV CS LD HSC), and reports directly to the manager of HSC Informatics for Siemens DX. Requires passport or visa for international travel as needed.


Daily or monthly activities may include the following:
• Updating / managing complaints to determine if they are non-conformance or enhancement to ensure the proper process is used for solution generation.
• Creating and presenting data or information in a way that can drive a business decision to enhance or resolve a product problem identified through the complaint process.
• Preparing technical calls and hosting global conference calls, which may include presenting webinars to technical experts via remote conferencing.
• Creating / reviewing Product Support Troubleshooting Documentation (internal and external)
• Troubleshooting software issues including database and communication interface issues.
• Using proactive tools or data sets to target accounts for remedial action and work cross functionally to formulate an action plan that is implemented by the local support organizations.
• Working directly with in-house and OEM R&D to ensure the solution will meet the service or end user's needs.
• Design and deliver advanced training workshops for 2nd level support engineers local or remote.
• Participating in Service Element Teams to provide technical feedback

Required Knowledge/Skills, Education, and Experience

• Minimum 4 year degree in Computer Technology and experience with IT support
• Excellent communication and writing skills along with the ability to present to different technical groups
• Proficient in Microsoft Office applications (Word, PowerPoint and Excel)
• Ability to multitask among a variety of concurrent activities and the ability to manage priorities
• Ability to troubleshoot Computer and Server  Issues(Hardware/Firmware/RAID)
• Ability to read and understand software logging files, including ability to search, sort, and filter
• Ability to Work with different types of database software (MS SQL, MYSQL, Firebird)
• Ability to Troubleshoot TCP-IP issues
• Ability to Troubleshoot Microsoft Windows and MS server  issues

Preferred Knowledge/Skills, Education, and Experience

• Familiarity with laboratory instrument interfacing and having worked with a clinical laboratory environment is a plus
• Preferred A+ and Net+ certifications
• Support experience with VMware or Virtual Box
• Experience working with SQL databases and scripting.
• Midlevel Programming in a similar language to C++ or other object orientated language

Siemens encourages qualified long-term unemployed individuals to apply for open positions.

Offer of employment with Siemens is conditioned upon the successful completion of a background check and drug screen, subject to applicable laws and regulations.

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, disability status, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

EEO is the Law:
Applicants and employees are protected under Federal law from discrimination. Click here to learn more.

Pay Transparency Non-Discrimination Provision:
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. Click here to learn more.