Customer Service Engineer 4 -Invitro- Dallas, Tx

Do you want to join us in helping to fight the world's most threatening
diseases and enabling access to care for more people around the world? At
Siemens Healthineers, we pioneer breakthroughs in healthcare.  For
everyone. Everywhere.
At Siemens Healthineers, 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 globalteam as Customer Service Engineer IV.
Our global team: We are a team of more than 68,000 highly dedicated
employees across more than 70 countries passionately pushing the boundaries of
what's possible in healthcare to help improve people's lives around the world.
As a leader in the industry, we aspire to create better outcomes and
experiences for patients no matter where they live or what health issues they
are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to
image-guided therapy and innovative cancer care, is crucial for clinical
decision-making and treatment pathways.
Our culture: We are part of an incredible community of scientists,
clinicians, developers, researchers, professionals, and skilled specialists
pushing the boundaries of what's possible, to improve people's lives around the
world.  We embrace a culture of inclusivity in which the power and
potential of every individual can be unleashed. We spark ideas that lead to
positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers
•            Service
Area – Dallas, TX
This is a
role well suited to an ambitious professional, looking for the next step in
their career. As a Customer Service Engineer IV, you will be
responsible for:
Uptime of Customer Equipment: Diagnose problems and directly repair
customer equipment for assigned instrument product lines.
Resource Management: Minimize the costs of servicing equipment.
Customer Satisfaction/Business Development: Provide service that supports
high levels of customer satisfaction; support/develop Service Business.
Administration: Conduct administrative and support tasks as required by
Siemens and Service Management.
Meet all Key Performance Indicators (KPI's) of the business for your
position.
Ensure that all required training courses are completed on time and sign
off completion in the system.
Ensure that all tool and test equipment expiration dates are managed and
that no overdue for calibration Test Equipment is used or maintained in the
field and usage of tool and test is documented on eFSR.
Customer follow-up call for each on-site repair (OSR) to ensure the
instrument is operating at specification and the customer is satisfied.
Meet requirement of 100% Compliance with Complaint Handling Process
Documentation as required in service process (1849-8 and/or updated
processes).
Work directly with 2nd level support as technical resource and knowledge
multiplier for field organization.
Serve as technical resource for CSEs across all regions and all zones.
Determine need for and provide on-site escalation support.
Provides mentoring to other CSE's on all competencies and
responsibilities.
Keep appropriate personnel informed of technical information during an
escalation.
Travels and assists in and out of assigned area for escalation and/or
service support.
Assist other CSEs in learning about new product offerings.
Provide remote support for other CSE's and/or customers when not at a
customer site.
Consistently communicate with Sales on opportunities and significant
service events.
Assists other CSEs in building effective relationships.
Serve as role model for other CSEs regarding integrity and respect.
Serve as a resource of knowledge transfer for their regional team,
including attendance of RSC calls and other knowledge forums.
Assist RSM in assessing service metrics & histories. Makes
recommendations on how to improve performance of region.
Assist others in managing challenging situations and keeps all levels of
appropriate personnel informed.
Recommend improvements & changes to processes, work procedures and
technical bulletins. Assists others in complying with the Quality System.
Acts as proxy for management.
Assists management with new hire interviews and acquisitions.
Assists management with developing dynamic shifts and training needs to
reduce overtime, standby, and to improve work/life balance.
Host and attend workshops to provide knowledge transfer to CSE's.
Additional Individual Responsibilities as required.

Competencies:
Knowledge of Siemens Medical Solutions USA and Siemens Healthineers as a
company:
New Hire Orientation
Legal, Compliance and Ethics Training
Knowledge of relevant procedures, processes, and standards:
Policies, procedures, processes as required per the CSE Handbook
Demonstrate understanding of the safety procedures/guidelines of
biohazards, PPE, etc. in the laboratory environment
EH&S Curriculum per Regulatory and Compliance Management
HIPAA/PHI Curriculum
Quality Management Systems knowledge (i.e. SKB's)
Other competencies highly specific to the role:
Relevant technical training courses
Clinical Workflow proficiency
Can learn new mechanical and technical concepts and equipment changes as
required
Can locate, read, and understand documents for install, set-up, repair,
troubleshooting, schematics, block diagrams and functional descriptions
Highly proficient in diagnosing problems
Application of basic networking theory
Can operate the instrument to generate results for all major customer
applications in order to demonstrate and check operation
Can identify major parts and understand their function
Can demonstrate expert understanding of most content taught on assigned
product lines at the Training Center
Know safety procedures/guidelines for assigned equipment
Understands preventative maintenance and Update procedures when required
for the assigned instruments
The ability to assist in the installation of assigned instruments as
required
Principles of electricity, power supplies, and grounding
Able to identify system issues that may require applications intervention
and capable of resolving some advanced application issues (QC / method / assay
related)

Communications/Relationship competencies:
Demonstrate excellence in customer communications
Time Management
General Writing skills
Ability to communicate with all levels of management (both internal and
external customers)
Additional individual competencies as required.

Required skills to have for the success of this role
Minimum Technical Degree or
equivalent experience
Strong electronics background and
computer skills required.
8+ years of field service
experience is desired.

·Must be proficient in the
use of tools and service test equipment, with the ability to work both
individually and in an established team setting.
·Proficiency in all necessary network applications and tools (including
but not limited to eVO, mButler, MS Office applications, Concur, NAM Customer
Service website—Engineer Tools).
Can locate, read, and understand documents for install, set-up,
repair, troubleshooting, schematics, block diagrams and functional
descriptions.
Ability to work both individually
and in an established team setting.
Ability to travel and provide
service in assigned geography; willingness to participate in an on-call
rotation after training and certification.
Valid driver's license, ability
to drive independently day and night, and good driving record required.
Physical Requirements: Lifting
50lbs (floor to above waist/head), walking, ladder/stepstool climbing,
bending, twisting, sitting work, squatting work, standing work,
high-reach, fine grasping manipulation, good vision, and ability to work
alone.

Must demonstrate excellent
judgment in customer relations and in managing company resources; strong
competency in instrument systems technology to include mechanics, electrical,
chemistry, and software technology; experience with electronics, hydraulic and
pneumatic systems.

At Siemens Healthineers,
we value those who dedicate their energy and passion to a greater cause. Our
people make us unique as an employer in the med-tech industry. What unites and
motivates our global team is the inspiration of our common purpose:  To
innovate for healthcare, building on our remarkable legacy of pioneering ideas
that translate into even better healthcare products and services. We recognize
that taking ownership of our work allows both us and the company to grow. We
offer you a flexible and dynamic environment and the space to move beyond your
comfort zone to grow both personally and professionally.
If you want to join us in transforming the way healthcare is delivered,
visit our career site at https://usa.healthcare.siemens.com/careers.
If you wish to find out
more about the specific division before applying, please visit: https://usa.healthcare.siemens.com/about.
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are happy to consider applications from individuals with disabilities.
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