Technical Support Rep SW

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. 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. As a member of the Software Technical Support Helpdesk team, you will provide high-level remote support to external customers utilizing our products. Responsibilities include assisting external customers with frontline technical questions on diagnosing, troubleshooting, repairing, and debugging complex computer systems, software, or networked and/or wireless systems. Your interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Key Responsibilities

• Provide remote support for external customers via telephone, email, or chat sessions.
• Diagnose, troubleshoot, repair, and debug complex systems, software, and network/wireless issues.
• Resolve customer concerns related to installation, operation, and maintenance of product applications or compatibility matters.
• Utilize remote service applications to address complex system-level software problems and recommend corrective actions.
• Analyze and correct moderately complex networking issues related to bandwidth, administration, and configuration.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Assist product engineering groups with proposed design changes and test design modifications.
• Investigate safety problems, incidents, and customer complaints, reporting them to the appropriate authority or department.
• Apply escalation procedures, update status, and follow through to task completion as per company policy.
• Apply customer management skills, technical expertise, and available resources to meet or exceed customer needs and expectations, as measured through the Net Promoter Score.
• Maintain detailed electronic records of service interactions, including technical problems encountered and parts employed to correct them.
• Process all required service documentation and electronic reports promptly.
• Participate in the development of new servicing techniques and the maintenance/creation of service documentation.
• Train other field personnel as necessary.

Requirements

• Minimum Required Skills and Knowledge:

• Sound knowledge and professional experience in Relational Database Systems, Network Operations, Operating Systems, Server and Desktop Hardware, and Hardware and Application Virtualization.

• Desired Skills and Knowledge:

• Citrix Certification.

• Required Certifications and Training:

• Obtain and complete LMS training plan specific to assigned responsibility.

• Vendor Credentialing (Oncology Systems Business Only):

• Meet all Vendor Credentialing requirements necessary to gain VMS client site access unless prohibited by law.
• These requirements vary by client and may include proof of valid identification, criminal background checks, drug screens, immunizations (Hep B, MMR, Varicella, Influenza, Tetanus), annual TB testing, and healthcare training.

• Experience Level with Business Tools:

• Familiar with business tools such as E-mail, Microsoft Word, Excel, and PowerPoint.
• Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software is desired.

• Education and Experience:

• Minimum: High School Degree.
• Preferred: Bachelor’s degree.
• Typically, incumbents at this level will have 2-5 years of experience.

• Job Complexity:

• Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

• Supervision:

• Normally follows established procedures on routine work, requires instruction only on new assignments.

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 outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways. How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. To find out more about Siemens Healthineers businesses, please visit our company page here. The Annual Base Pay For This Position Is Min $51,400 - Max $77,100 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. Position must have full access to Siemens Healthineers' client sites to perform the essential functions of this position. Many clients require Siemens Healthineers employees and representatives to meet certain Vendor Credentialing requirements before they will be allowed to have access to their sites. Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access and must continue to meet those requirements during the course of employment in this position. These requirements vary by client and may include, but are not limited to: Proof of valid identification (photo, driver's license, SSN) Criminal background checks Drug screens Immunizations (COVID-19, Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare training. If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time. Equal Employment Opportunity Statement: Siemens Healthineers 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 unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. EEO is the Law: Applicants and employees are protected under Federal law from discrimination. Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at peopleconnectvendorsnam.func@siemens-healthineers.com. Please note HR People Connect People Contact Center will not have visibility of your application or interview status. California Privacy Notice: California residents have the right to receive additional notices about their personal information. To learn more, click here. Export Control: “A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.” Data Privacy: 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. Register here to get started. Beware of Job Scams: Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers career site. To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.