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Remote Support Specialist (MR) - Technical

Remote Support Specialist (MR) - Technical

Siemens

10 - 14 years

0 Lacs

karnataka

Posted:3 weeks ago| Platform: Shine logo

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Skills Required

technical support documentation complaint handling escalation management customer satisfaction relationship management training product support quality assurance it systems configuration

Work Mode

On-site

Job Type

Full Time

Job Description

As a Remote Support Specialist (MR) - Technical, your role involves providing 1st and 2nd level support for service incidents related to Magnetic Resonance Imaging (MRI). Here is a breakdown of your responsibilities: - Perform technical clarification with SRS on required service incidents - Identify spare parts, check availability, and order before required On-site-visit of CSE - Document all activities in the P58 system while adhering to Good Documentation Practice - Follow Complaint Handling (PSI/PPI) and Escalation guidelines with prompt attention to internal and external requests - Evaluate Service reports from the Country for GDP - Travel Onsite for Critical Breakdowns and installation of new products - Analyze incidents with the help of local service engineers, remote diagnostics, data analysis, and knowledge database - Take necessary actions using problem solution techniques to resolve incidents and set priorities as required - Submit to HSC/BU for possible solutions after studying trends & summarizing complex issues - Follow Escalation Matrix as per RSC process to escalate to the CS Headquarter Support Center (HSC) for problem management In addition to the above responsibilities, you will also be responsible for: - Ensuring customer satisfaction of the MR modality by demonstrating proactive attitude and actions - Developing and maintaining relationships with top customers and opinion leaders - Documenting solutions and proposing new cases to the knowledge database - Compiling and evaluating statistics and issuing reports concerning errors and problems regarding product support - Leading regional teleconferences and participating in global or regional conference calls and meetings - Transferring knowledge within the RSC support team to maintain a high quality of service - Supporting spare part optimization process through the product life cycle - Configuring and maintaining IT systems and interfaces in a customer environment for IT related functions - Providing inputs for Productivity / Profitability improvements initiatives and other country Non-Incident Tasks as agreed with RSC in GRP For this role, you should have more than 10 years of experience within MRI Service/Installation, portfolio knowledge of Clinical/Scientific Workflow within the customer environment, a minimum Diploma in Engineering (Electrical and Electronics, Biomedical Engineering, etc.), good telephone communication skills in English and Hindi, and be preferably multilingual. It is essential to always maintain strict compliance with ethical principles and Health, Safety, and Quality norms of the company.,

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Remote Support Specialist (MR) - Technical