Siemens

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, your primary responsibility in the Customer Care Center (CCC) is to provide first-level support for customer technical complaints through various channels including telephone, ticket system, email and internal escalation. Your expertise lies in efficiently allocating resources to address these complaints promptly while managing the customer. Additionally, you will be tasked with monitoring customer incidents closely to ensure timely resolution and escalate any deviations to management to uphold the highest standards of customer satisfaction.

As a secondary responsibility, you will also be tasked with various functions within Customer Services that is required to ensure operational stability for the company. This role requires a strong sense of ownership and proactive approach to delivering exceptional support to every customer interaction.

The role reports directly to the Operations Manager, Customer Services.

Your tasks and responsibilities:

• You will receive and respond to customer complaints and create a ticket within a timely manner.
• You will enter service ticket information into ERP (SPIRIDON) system, including the checking of Service Level Agreements, contractual status and customer creditability information. Receive and distribute ticket / notification number as required.
• You will forward service incident to respective technical support engineer (TSE) in a timely manner and without any delay. You will escalate accordingly when resources are not available.
• You will receive requests from TSE and coordinate assigned dispatch requests to Customer Service Engineers (CSE) based on Service Contract Levels, Identifying Suitable Field Staff by optimizing qualification, availability, location, overtime.
• You will resolve resource conflicts by re-planning of activities within defined scope. Manage escalations in case of unavailability of field staff according to defined process and provide timely communications with customer as required.
• You will ensure completeness of service ticket information once the job is complete. (e.g. Uploading of documentation, tracking of outstanding/aging jobs and timely closing of the ticket)
• You will monitor daily CCC operations via the hotline/email inbox and escalate to respective operational groups (tech-support / dispatch / logistics / management) as required.
• You will plan, schedule and deliver preventive maintenance schedule according to customer service level agreement.
• You will support Customer Services operational groups (tech-support / dispatch / logistics) in administrational work as required.
• You will maintain medical equipment Installed Base information as and when there are changes (e.g. purchase of new equipment / decommissioning of aged equipment by customers).
• You will provide after-hours support during a specified timeframe to resolve any ticket issues for CSE in conjunction with other CCC colleagues on a shift basis.
• You will serve as a back-up role for Logistical matters as part of Business Continuity Plans.

To find out more about the specific business, have a look at https://www.siemens-healthineers.com/en-sg

Your qualifications and experiences:

• You hold a Diploma or equivalent education OR >4 years of experience
• You have at least 2-3 years of relevant experience within a fast-paced customer facing environment to handle customer inquiries, complaints, assisting various communication channels and managing internal stakeholders.
• You are competent and fluent in English (both written and oral).
• You have basic competency in MS Excel.
• 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’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.

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 here 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.