Technical Support Technician 4 – Magnet RSC

Company : Siemens Medical Solutions USA, Inc.

Location : 221 Gregson Dr., Cary, North Carolina 27511

Position Title : Technical Support Technician 4 Magnet RSC

Hours : Monday Friday, 8 : 00 am to 5 : 00 pm, 40 Hours / Week

Summary of Duties :

Provide technical support to customers or Field ServiceEngineers (FSEs) for Magnet systems manufactured by Siemens Healthineers,triage the call through attempting diagnosis and / or repair using Help Lightningor other tools provided by the company.

Create notifications for incomingFSE / Customer calls, utilize real time task management for documentation of workperformed and recommended action plan.

Proactive monitoring of Magnet Cooling systems using monitoring services.Review systems with high liquid Helium boil-off rate to identify the root causeand provide recommendations.

Initiateescalation processes for critical issues to Siemens Magnet Technologies.Carefully document each step and action taken toward a solution to ensurecompliance of processes and provide retrospective analysis of the escalation,submitting potential complaints as appropriate.

Provide detailed explanationsand presentations of outcomes to internal and external stakeholders. Performon-site support of local service teams with repair of customer equipment whennecessary.

Work on-call / stand-by or travel out of the assigned area asscheduled by the Operations Manager to meet obligations of customer contractsand to respond to emergencies.

Work in cross-functional teams and collaboratewith the factory and product support teams to improve serviceability anddocumentation.

Participate in trainingsand workshops. Work in various shifts, support standby and weekend rotations.Up to 10% domestic travel, 5% international travel.

Qualifications :

The position requires a Bachelor’s degree or foreignequivalent in Electrical Engineering, Mechanical Engineering or a related fieldand five (5) years of experience in the job offered or acceptable alternateoccupation.

The position requires experience with the following : in healthcareimaging equipment service; superconductive magnet tools and service testequipment;

Experience in using analytical tools such as Excel / PowerPoint todevelop reports; Magnet service training including magnet de-icing, cold headreplacement, Magnet cooldown and shim calculations.

Equal Employment Opportunity Statement

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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