Technical Support Engineer 3

Recruiter
Location
Hoffman Estates, Illinois
Salary
Competitive
Posted
06 Oct 2016
Closes
24 Dec 2016
Ref
158978
Sector
Oil and Gas
Category
Manufacturing
Contract Type
Permanent
Hours
Full Time
Division Healthineers
Job Type Regular

Business Unit AT - Advanced Therapies
Job Time Full-Time

Functional Area ENG - Engineering
Experience Level Mid Level

Req ID 158978
Required Education Bachelors Degree

Location IL - Hoffman Estates
Required Travel 10%

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: http://www.usa.siemens.com/healthcare

Job Description
The QIB department supports AT imaging and hemodynamic monitoring systems including both new and legacy systems. The position of Technical Support Engineer includes but is not limited to the following areas: Analysis of trends of field quality and reporting of metrics, supports customer complaints, service escalations, expertise with root cause analysis in investigating customer field complaints and escalations.

This position will provide important technical product and system support to internal staff and external customers. Participate in semi-complex product support to customers remotely via telephone, e-mail, & fax and documents accordingly. Participate with on-site and in-house troubleshooting for semi-complex products and other related products to customers. Participates in active programs to increase customer satisfaction and in disseminating semi-complex product knowledge. Participate in commending semi-complex product needs of the customer to product design group. Participate in coordinating new product introductions as they relate to product support. Independently perform important areas of standard professional level work that typically requires processing and interpreting, more complex, less clearly-defined issues. Refer semi-complex and unusual problems to others.  Identify and resolve readily identifiable, clearly-defined problems.

KEY RESPONSIBILITIES:

- Root cause analysis of customer complaints
- Technical support for field engineer escalations
-Statistical analysis of trends from customer complaints, service escalations, spare part usage and customer satisfaction surveys.
- Provides feedback to systems engineering group based on results of complaint and escalation investigations.
- Support and maintenance of the in-house AXIOM ARTIS and Sensis labs used by development
- Monitoring and support of new imaging system releases
- Service and field representative for engineering change orders for both software and hardware.
- Sustaining release engineering of maintenance releases for legacy imaging systems.

REQUIREMENTS :

The successful candidate is proficient at supporting lab equipment used by development and sustaining as well as researching and investigating systemic problems in the field.

• BS/BA in related discipline or advanced degree. Knowledge and experience with FMECA, statistical analysis and root cause analysis.
• Demonstrated problem solving and communication skills while developing collaborative internal relationships. Strong teamwork and networking skills.

Demonstrate a good grasp of knowledge and principles of field of specialization and applies through successful completion of assignments.
Successfully applies knowledge of fundamental concepts, practices, and procedures of particular area of specialization. Certification may be required in some areas. Provides technical product and system support to internal staff and external customers. Participates in semi-complex product support to customers remotely via telephone, e-mail, & fax and documents accordingly. Participates with on-site and in-house troubleshooting for semi-complex products and other related products to customers. Participates in active programs to increase customer satisfaction. Participates in disseminating semi-complex product knowledge.

This position will participate in commending semi-complex product needs of the customer to product design group. Participate in coordinating new product introductions as they relate to product support. Independently perform important areas of standard professional level work that typically requires processing and interpreting, more complex, less clearly-defined issues. Refer semi-complex, unusual problems to others.  Identify and resolve readily identifiable, clearly-defined problems.

*LI-JDB2
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.