Customer Service Expert

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. At Siemens Healthineers , our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. Apply now for the position of Customer Service Expert and you will be acting as a strategic partner to healthcare providers, ensuring optimal use of diagnostic solutions, proactive issue resolution, and continuous value delivery. You will provide on-site and remote support for installation, maintenance, and first level troubleshooting of diagnostic instruments, on both hardware & application issues. Your role: Technical Support responsibilities You will perform installations, start-ups, maintenance, repairs and updates of all products within his/her area of expertise and assist with other products under supervision. You will communicate and accept all operative advice from the Customer Care Center. You will follow service process and ensure optimal performance in all process activities related to within his/her area of responsibility. You will escalate incidents directly to the "Regional Services Operation" (RSO) according to the defined parameters and timeline. You will inform Customer Care Center on all escalation issues timely. You will report any customer complaints with proper documentation and follow up until resolution. You will ensure the proper use of tools & test equipment and report the usage on any related service report. You will comply with national and local regulations and safety standards, as well as technical and operational guidelines from Siemens Healthineers. You will maintain high customer satisfaction, in particular within the framework of Siemens Healthineers, Customer Services. You will maintain the highest operation and productivity with use of technology, Smart Remote Services (SRS), AI, and upskilling. Application Support responsibilities You will provide comprehensive technical support both on-site and online for customers on the DX Product Portfolio to ensure instrumentation uptime and customer satisfaction by: a) Promptly and effectively troubleshooting and resolving normal application-related issues using normal troubleshooting and problem-solving expertise; b) Escalating unresolved issues, implementing corrective actions, and monitoring them to completion; c) Serving as a key point of contact for assigned customer accounts, for the management of technical issues; d) Serving as a key point of contact for assigned customer accounts, for the management of technical issues. You will develop and deliver comprehensive and tailored training programs for internal and external customers, addressing their specific learning needs. You will provide application-related support for new installation projects and existing customers, including: a) Configuring instruments and related reagents; b) Perfuming Method Validation studies; c) Performing optimization and workflow studies; d) Contributing actively in the development and refinement of application protocols, method validation studies, and workflow optimization. You will collaborate with Sales, Marketing and Engineering teams to: a) Achieve timely and high-quality installations, including relevant instruments, software, and assay updates or upgrades; b) Perform new product evaluations and demonstrations for potential customers; c) Perform assay conversion as per Global Marketing Team Guidance. Your Expertise: You hold a bachelor’s degree in biomedical engineering, Medical Technology, or related fields. You have 5+ years of experience in customer service engineering or application support in diagnostics. You demonstrate strong understanding of laboratory workflows and diagnostic technologies. You have excellent communication, project management, and problem-solving skills. You are willing to travel regionally for customer engagements and cases. You have a CAN-DO attitude. You are good at problem solving, analytical and teamwork. You can work independently. To find out more about the specific business, have a look at https://www.siemens-healthineers.com/en-sg. Who we are: We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outco…