Remote Services Engineer – Support Engineer
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Job Description
Technical Support Engineer providing remote assistance to Siemens Healthineers POC customers in Canada. Diagnosing and resolving issues related to POC diagnostic equipment through effective communication and problem-solving.
Responsibilities:
- Provide remote technical assistance to customers via phone, email, or virtual platforms
- Diagnose and resolve hardware, software, connectivity, and operational issues with POC diagnostic equipment
- Guide customers through troubleshooting procedures and best practices
- Document and escalate complex technical issues to appropriate internal teams (e.g., Field Service, HSC, and R&D)
- Collect and analyze device logs, performance data, and error codes to support root cause analysis
- Report product quality issues, user feedback, and recurring problems to the Global team
- Create and manage service cases in the CRM/ticketing system with detailed and accurate information
- Track open issues and follow up with customers in a timely manner to ensure resolution and satisfaction
- Maintain clear and concise documentation of troubleshooting steps and outcomes
- Communicate effectively with healthcare professionals, lab technicians, and end users
- Provide clear instructions and explanations in a professional and empathetic manner
- Demonstrate strong customer service skills to enhance the customer experience and achieve high satisfaction levels
Requirements:
- Minimum Bachelor's degree in a related discipline (Medical Technology, Biology, Biomedical Engineering, etc.)
- Self-motivated, customer-focused, and results-oriented
- Strong problem-solving, analytical, and influencing skills
- Highly organized and able to manage multiple tasks and tickets simultaneously
- Excellent verbal and written communication skills
- Knowledge of hospital environments, testing procedures, and diagnostic equipment
- Experience working in a hospital/POC setting with a clinical or technical background, or experience in the medical device industry
- Teaching experience and experience with IT (working with a data manager/middleware) are assets
Benefits:
- Health insurance
- Paid time off
- Holiday pay
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