Technical Support Engineer MRI (GRIP TITLE: Customer Service Professional) at Siemens

Area of Responsibility

• Managing all Operational matters related to the dedicated modalities
• Ensure highest performance of the equipment which he/she signs responsibility
• Support CCC call clarification, escalation and remote service and repair processes
• Maintain highest customer satisfaction incl. profitability in particular within the framework of Siemens Healthcare, Customer Services
• Informing the Customer Service Engineers (CSEs) about the economic development of the business during CSE meetings taking place at regular intervals

Call Clarification:

• Responsible for pre and expert clarification of all appropriate CS service calls created by and as allocated by the CCC call handling process, including contacting the customer for further clarification if required.

Escalation:

• Calls to be escalated as required, e.g. to RSC or applications support, for further clarification as required. (Note: CSE field support is via the RSC

Remote Fix:

• For T&M, warranty or contract customers, carry out remote fault finding and repair in order to try and fix the problem without dispatching a CSE (Call avoidance)
• Vetting of calls as required, e.g. follow up calls raised by CSE's, checking parts ordered, vetting of UI calls as appropriate, etc
• All time spent supporting the call handling process is recorded on SAP to enable productivity to be captured and measured against set targets, and to ensure full call history is available, as well as to demonstrate added value to customers where a CSE is to be dispatched, make informed recommendations to CCC staff on any tools, spare parts (Contract dependent) together with recommendations of skill levels required, estimated repair times, etc.

Monitoring:

• Proactively monitor notifications to ensure required steps and actions are completed within appropriate timescales and to maintain customer satisfaction and expectations, in line with contractual service level agreements. Oversee and manage update process for specific Modality to ensure no deadlines are missed.
• Planning and implementing the service budget within the assigned modality by including the installed base, the contractual/non-contractual work and the sales programs in accordance with the basic conditions provided by the Regional Manager supporting the field force in any technical issues related to the assigned modality.
• Inform the field about technical developments, strategies and market programs.
• Comply with national and local regulations and safety standards, as well as technical and operational guidelines from Siemens Healthcare, providing support in the sale of service products, such as maintenance contracts etc. supported by the Sales Department and Service Marketing.
• Oversee CSE resource development and execute required man power calculation related to I-base development and budget frame
• Develop CSE training in coordination with the Service Operations Manager

Years of experience and Qualifications needed:

• 5 Years Field Experience
• N Diploma Elec Engineering

Competence Skills

• Excellent Communication skills
• Excellent Report Writing skills
• Effective Time management