Tech Support Technician 4

Norwood, Massachusetts
04 Oct 2016
20 Oct 2016
Oil and Gas
Contract Type
Full Time
Division Healthineers
Job Type Regular

Business Unit SV - Services
Job Time Full-Time

Functional Area ENG - Engineering
Experience Level Mid Level

Req ID 157581
Required Education Associates Degree

Location NC - Cary, DE - Newark, MA - Norwood
Required Travel 25%

Division Description
Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.

With 45,000 employees Siemens Healthineers is one of the world's largest suppliers of technology to the healthcare industry and a leader in medical imaging, laboratory diagnostics and healthcare IT. All supported by a comprehensive portfolio of clinical consulting, training, and services available across the globe and tailored to customers' needs. So that more people can have a life that is longer, richer, and more filled with happiness.

For more information, please visit:

Job Description
Hemostasis and Plasma Proteins systems expertise required with Syva
certification and recent experience a plus.
The Technical Support Technician is responsible for Incident Management in the
Regional Headquarters Americas Organization. Provides second level
troubleshooting support to the first level teams; Field Service, CCC-TS and
Technical Application Organization as outlined in the Service Level Support
Agreement with the Regional Units. The geographic responsibility for this position
is North America and Latin America. Is a key contributor in providing support and
direction regarding instrument troubleshooting, repair, and escalation of more
difficult problems and critical account situations.
Job Family Specific Responsibilities: This position must respond to the most
difficult instrument problems, counseling first level personnel on corrective and
preventive measures. This support is provided remotely by use of the RSC Phone System and may require joint visits with the field personnel. The consultant rotates 8 hour shifts with counterparts to cover the hours of operation of between the hours of 8am to 8pm Monday through Friday eastern time.
The RSC Hardware
Consultant is also the primary liaison between the field and the Headquarter
Support Center.
Key Responsibilities (Problem Solving, Critical Thinking):
• Possesses total familiarity with mechanical, electronic, pneumatic, optical, and
operational aspects of designated Siemens products as evidenced by the ability to
effectively assist Customer Service Engineers, serving as the product expert and
counseling first level personnel on problem identification, troubleshooting and
• Gathers information, technical issues and concerns from the first level and
conveys them to the Headquarter Support Center, and in turn conveys technical
information from HSC back to the first level, keeping abreast of current trends and
increasing awareness of product improvements. Documents all activity in GSMS ticketing system with high degree of detail and accuracy compliant with the quality system.
• Participates in the call escalation process to effectively solve instrument
problems as the next level up from the Service Specialist and/or Area Specialist..
• Works with Product Education personnel to evaluate training classes and
provides input to
improve or update lesson plans.
• Provides evaluation and appropriate feedback on service manual revisions,
technical bulletins,
modifications, parts inventory and review of new products and procedures to
ensure quality field
• Reviews and assesses account histories and drives for a reduction in parts cost
and instrument
hours by advising FST's on necessary repairs, skill improvement and increased
• Appropriately documents all work in GSMS
• Works in accordance with government regulations, FDA, and OSHA; works in
accordance with the
Siemens Healthcare Diagnostics Quality System, including all applicable training
requirements and
enforcement of all company safety guidelines.
We will consider qualified candidates anywhere in the continental United States
near a major airport.
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.