Digital Customer Service Engineer_InVivo_

Do
you want to help create the future of healthcare? Our name, Siemens
Healthineers, was selected to honor our people who dedicate their energy and
passion to this cause. It reflects their pioneering spirit combined with our
long history of engineering in the ever-evolving healthcare industry.

We
offer you a flexible and dynamic environment with opportunities to go beyond
your comfort zone in order to grow personally and professionally. Sound
interesting?

Then
come and join our global team as a Digital Customer
Service Engineers- InVivo
based in Cape Town

Your
tasks and responsibilities include:

·
Perform
project installations, commissioning, start-ups, maintenance, repairs and
updates of all products within his/her area of expertise and assisting with
other products under supervision, e.g. Syngo, Teamplay, and other digital
solutions etc.

·
Maintains
highest level of technical knowledge and expertise within the framework of
Siemens Healthineers’ service business in the area and modalities of
responsibility. With expertise gained, contributes to the growth and
development of the business and related Install-base, contributing to budget
frame targets.

·
Support
Digital Health and Syngo Business Management in new Business and presales
activities as and when required

·
Maintains
customer satisfaction incl. profitability, ensuring that all service
requirements and product needs met. Resolves customer and site-specific issues in
the field on any technical / application issues related to the assigned
modality and region

·
Collaborates,
communicates and accepts all operative advices and responsibilities from the
Customer Care Center. Supporting the SERVOR Service process and ensure optimal
performance in all process activities related to within his/her area of
responsibility.

·
Work
as an integrated member of a dynamic team of Customer Service Engineers,
Application Specialists and Business management to deliver on Digital
Healthcare solutions

·
Executes
a customer-focused Service Process SERVOR (operates within SCM process
activities as assigned by availing themselves to scheduling, service coordination,
call registration; clarification; dispatch; service time-frames, service parts
orders; tools & test equipment maintenance; spare parts logistics – supply
and returns, service confirmation, real-time reporting, and performance
reports), achieving service delivery and productivity for customer.

·
Escalates
incidents according to the defined parameters and inform the Customer Care
Center on all escalation issues. Inform Uptime Service Center on all escalation
issues. Report any customer complaints with proper documentation to the CCC.

·
Escalates
any incident to next level support (RSC) according defined Service Level
Agreements (SLAs). Interfaces with Customer Care Centre from incident to
problem management and push for resolutions.

·
Ensure
the proper use and calibration of tools & test equipment and reports the
usage and performance parameters on any related service report.

·
All
responsibilities and jobs must be performed as cost-effectively as possible,
taking profitability into account. Ensures productivity by achieving expected
service performance indicators, in time and within quality.

·
Supports
SRS connectivity, remote update handling, and productivity drives through
online customer interactions in assigned area and modality. Contributes to expansion
and use of online maintenance management digital platforms e.g. LifeNet, real-time
reporting, and generating responsiveness and customer-satisfaction.

·
Communicating
and collaborating with Technical/Application colleagues about site-specific
digital project issues and ensuring smooth execution and completion of
activities.

·
Comply
with national and local organisation regulations, quality, and safety
standards, including compliance by staff assigned. As well as to technical and
service operations process guidelines from Siemens Healthcare.

Outputs:

·
Customer
satisfaction

·
Productivity
targets

·
Competency
and expertise

·
Projects
delivery targets

·
Data
quality and reporting

·
Profitability

·
Online
connections

·
Teamwork

Your qualifications
and experience:

·
Either
National Diploma or Degree in either Information Technology, Computer
Systems/Science, Engineering or similar

·
Minimum
of 3 to 5 years’ experience in a similar role.

·
Previous
experience in healthcare/health informatics projects will enjoy experience.

Good
to know: You
must be available on short notice to travel country wide and to SADC regions
due to operational requirements and on long term projects as well as travel
outside of the region to assist nationally.

What else do you need
to know?

·
You
need to have a valid passport

·
You
need to have a valid South African driver’s license.

·
You
must not have restrictions to travel within SADC and abroad.

·
You
must be a South African National preferably from a previously disadvantaged
group.

Our
global team:

Siemens
Healthineers is a leading global medical technology company. 50,000
dedicated colleagues in over 70 countries are driven to shape the future of
healthcare. An estimated 5 million patients across the globe benefit every day
from our innovative technologies and services in the areas of diagnostic
and therapeutic imaging, laboratory diagnostics and molecular medicine, as well
as digital health and enterprise services.

Our
culture:

Our
culture embraces different perspectives, open debate, and the will to challenge
convention. Change is a constant aspect of our work and our culture promotes
innovation. We aspire to lead the change in our industry rather than just react
to it. That’s why we invite you to take on new challenges, test your ideas, and
celebrate success.

As
an equal opportunity employer, we welcome applications from individuals with
disabilities.

We
care about your data privacy and take compliance with GDPR as well as other
data protection legislation seriously. For this reason, we ask you not to send
us your CV or resume by email. We ask instead that you create a profile in our
talent community where you can upload your CV. Setting up a profile lets us
know you are interested in career opportunities with us and makes it easy for
us to send you an alert when relevant positions become open.