Siemens Technical Support Technician 2 in Cary, North Carolina
Technical Support Technician 2
Locations:Cary, North Carolina
Job Family: Customer Services
Division: Siemens Healthineers
Business Unit: Services
Requisition Number: 200747
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Associate's Degree / College Diploma
Travel Required: 15%
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/healthineers
Provide technical support to incoming customer calls for MR, triage the call through attempting remote diagnosis and/or telephone repair directly with customer.
If remote diagnosis/repair is not possible, triage customer call for appropriate routing of customer’s request dispatching to field based resources.
Technical Support Technician (TST) will create notifications for incoming customer calls, utilize real time task management for documentation of work performed. During the service request
clarification, TST will concisely document current problem description. If request is to be routed for dispatch, TST shall provide recommended action plan in notification if possible.
Utilize remote diagnostics in assisting Customers with resolving equipment issues.
Actively participate in the periodic review of equipment logs received via SRS when available.
Execution of escalation processes.
On-site repair of customer equipment as required.
Work on-call/stand-by or travel out of the assigned area as scheduled by the Operations Manager in order to meet obligations of customer contracts and to respond to emergencies.
To qualify, you should have at least a high school diploma; technical Associate's Degree or equivalent experience preferred. Must have experience in testing, repairing and maintaining capital equipment. 2 years of field service experience is needed as well as demonstrated customer relations skills. Must be proficient in the use of tools and service test equipment.
MUST BE WILLING TO BE ON CALL AND WORK ROTATING SATURDAYS
Job Family Responsibilities:
Participates in routine product support to customers remotely or on-site Participates in disseminating product knowledge. Provides support in recommending products for customers with routine product needs to product design group. Assists with the coordination of new product introductions as they relate to product support.
Associates degree or 1-2 years of vocational technical training preferred. HS diploma or equivalent required. Specialized skill training/certification may be required.
Knowledge and Experience:
Demonstrates a basic knowledge of a technical or specialty area. Generally, up to 2 years of successful experience in area of responsibility and successful demonstration of Key Responsibilities and Knowledge as presented above.
Key Working Relationships:
Contacts are primarily with immediate manager and others in the group.
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, physical or mental disability, 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. To learn more, Click here at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .
Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here at https://www.dol.gov/ofccp/pdf/PayTransparencyNotice_JRFQA508c.pdf .