Siemens Tech Support Technician 3 in Newark, Delaware
Tech Support Technician 3
Job Family: Customer Services
Division: Siemens Healthineers
Business Unit: Services
Requisition Number: 201322
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: High School Diploma / (GED)
Travel Required: 10%
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
Our Technical Support Technician - DX IT and Automation responds to phone and e-mail inquiries regarding diagnostics IT and automation products. Specialists provide technical troubleshooting assistance to external customers, initiating product complaints for evaluation. Candidates must be positive, energetic and believe in and practice service based leadership.
The Technical Support Technician reports to the Manager, IT for Siemens Healthcare Diagnostics, Inc.
Resolves or escalates customer inquiry and problem phone calls using product and IT expertise through customer coaching and remote connectivity.
Decides when to escalate issues if a resolution cannot be identified quickly or when support documentation is lacking.
Determines the root cause of issues encountered and accurately documents resolutions in Siemens call tracking system.
Assists customers, IT departments, LIS vendors and third-party OEM vendors with corrective actions and preventative measures.
Respond to e-mail questions and issues in a quick and courteous and professional manner.
Required Knowledge/Skills, Education, and Experience:
Associate’s or Bachelor’s degree in a science-related or engineering field, or equivalent experience.
Lab instrument, automation, and IT
Exceptional phone and communication skills (oral and written)
A positive "can-do" attitude in all communications
Ability to thrive as a member of a collaborative, cross-functional team
Excellent organizational skills and exceptional customer focus
Ability to travel 10 percent as required, primarily for training
Preferred Knowledge/Skills, Education, and Experience:
Healthcare IT and/or automation background preferred.
Industry certification in A+, Net+, Security+ or equivalent
Computer Hardware: physical ports (Serial, Parallel, RJ-X, PS/2, VGA, USB, SATA, IDE); Serial-to-USB Converters; Memory; NICs; Hard Drives; Optical Drives; Printer Installation; UPS .
Computer Software: BIOS; Logical Ports (Well Known, Registered, Dynamic/Private, COM); Client OS vs. Server OS; Workgroups vs. Domains; NIC, Web Browser and RAID configurations; Back-up and Recovery.
Windows: XP; Windows7 Server2kx; Name Resolution; Local User and Group management; Administrative Tools; Troubleshooting Utilities.
Physical Network concepts: MAC Addressing; LANs; VLANs; WANs; switching; Internet access technologies.
Logical network concepts: IP Addressing; Routing; Packets; Subnets.
Network Infrastructure: DNS; DHCP; Active Directory; Proxy Servers,
Remote Access technologies: RDP; VNC; VPN.
Security concepts: Encryption; Authentication; Certificates; HIPAA; Firewalls; DMZ; HTTPS.
Application Architecture: Thick Client vs. Thin Client, Java, XML, Web Services, Databases
Thorough knowledge and understanding of network architecture models (OSI, TCP/IP) and theory.
Possess strong leadership, project management, communication, computer and presentation skills, as well as exceptional interpersonal and customer interaction skills, including business acumen to understand business impact.
Effectively communicate, negotiate and interact with multiple business functions and management levels.
Enhances CCC-TS support capabilities relating to instrument connectivity, systems configuration and interoperability.
HOURS: Friday - Monday; 7am - 5:30 pm
General Requirements: Job Family Responsibilities:
Performs complex product support to customers remotely or on-site Disseminates complex product knowledge. Recommends products for customers with complex product needs to product design group. Coordinates 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:
Successfully demonstrates thorough/ advanced knowledge of a technical or specialty area.Generally, 5-8 years of successful experience in area of responsibility and successful demonstration of Key Responsibilities and Knowledge as presented above.
Direction of Others:
May provide general guidance to others and train lower level employees.
Key Working Relationships:
Frequent inter-organizational and external contacts.
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 .