Job Description

:

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. Sustainably.

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

Then come in and join our Singapore team as a Customer Support Specialist to be fully responsible in implementing a holistic Siemens Healthineers communication approach for Singapore. The role reports directly to the Service Operation Manager.

Your tasks and responsibilities:

• You will provide 1st level support for customer technical complaints by telephone, ticket system, email and allocate resources to attend to these complaints.

• You will monitor customer incidents for timely closure and escalate to management if there are deviations to ensure highest customer satisfaction.

• You will be responsible for receiving customers calls / information of any kind and allocate service incident.

• You will enter service incident into ERP (SPIRIDON) system, check SLA, contract condition, warranty, creditability information. You will also receive and distribute ticket / notification number as required. You will forward service incident to the respective technical support (TSE) in time and without any delays.

• You will be responsible for escalations to Customer Care Center Manager when resources are not available.

• You will receive requests from technical support (TSE) and coordinate assigned dispatch requests. You will check service contract level, identify suitable field staff by optimizing qualification, availability, location, overtime. You will resolve resource conflicts by re-planning of activities within defined scope. You will manage escalations in case of unavailability of field staff according to defined processes. You will communicate with end customer.

• You will monitor daily Customer Care Center operations (Notification Monitor Screen). You will escalate to respective operational group (tech-support / dispatch / logistics) if required.

• You will monitor customer satisfaction on every finished service on daily bases. You will generate daily performance reports as defined.

• You will plan, schedule and deliver preventive maintenance according to customer service level agreement.

• You will support operational group (tech-support / dispatch / logistics) in administrational work.

• You will be responsible for administrating and maintaining the medical equipment installed base information.

• You will raise urgent orders for spare part material request and coordinate spare part delivery onsite.

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Your qualifications and experiences:

• You minimally hold a Diploma or equivalent education.

• You have more than 1 year of experience in a customer facing environment.

• You have good English communication skills, both written and oral.

• You are fluent in communicating and coordinating with customers.

• Working Location: Singapore

Our global team:

We are a team of 68,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what\xe2\x80\x99s possible in healthcare to help improve people\xe2\x80\x99s 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\xe2\x80\x99s possible, to improve people\xe2\x80\x99s 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.

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. Click to get started.

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.

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