SSME CS Remote Support Specialist - MR

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. We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Mission/Position Headline: Providing advanced technical 1st and 2nd Level support for Incident Management of MR modality Services by telephone, ticket system, email and/or onsite to local service personal, mainly in the responsible time zone' Areas of Responsibilities: 1st level support: perform technical clarification with SRS on required service incidents Identify spare parts, check availability and order before required on-site-visit participate the introduction of new products within the region, if requested and demonstrate high degree of technical expertise for mechanical, chemical, hydraulic, electronic, optical, IT and/or operational aspects of designated Siemens Healthineers products. Receive telephone, email and ticket system notification and take necessary action by using problem solution techniques, setting priorities and as required, follow the complaint handling and escalation guidelines with prompt attention to internal and external requests, to escalate problems to HSC. Analysis of the incident with help of the local service engineer, remote diagnostic, data analysis and the knowledge database submission to HSC/BU for possible solution after studying trends & summarize complex issues. Take necessary action and document it all in the Service ticketing system. Responsible for customer satisfaction of the modality, demonstrating proactive attitude and actions to optimize performance and their perception (e.g. proactive checking of high