Ingénieur des services à distance / Support Engineer

Position Overview

Completely technical oriented service tasks of various scopes and supports in planning and managing these tasks.

Responsibilities

• Provide remote technical assistance to customers via phone, e‑mail, or virtual platforms.
• Diagnose and resolve hardware, software, connectivity, and operational issues with POC diagnostic equipment.
• Guide customers through troubleshooting procedures and best practices.
• Escalate complex technical issues to appropriate internal teams (e.g., Field Service, HSC, R&D).
• Collect and analyze device logs, performance data, and error codes for root‑cause analysis.
• Report product quality issues, user feedback, and recurring problems to the global team.
• Create and manage service cases in the CRM / ticketing system with detailed and accurate information.
• Track open issues and follow up with customers promptly to ensure resolution and satisfaction.
• Maintain clear and concise documentation of troubleshooting steps and outcomes.
• Communicate effectively with healthcare professionals, lab technicians, and end users.
• Provide clear instructions and explanations in a professional and empathetic manner.
• Demonstrate appropriate customer service skills to improve the customer experience and achieve high satisfaction.
• Stay up to date on technical specifications, software updates, and known issues of POC devices.
• Provide guidance on equipment usage, maintenance, calibration, and compliance with regulatory standards.
• Support remote training or onboarding for new users or newly installed systems.
• Work closely with cross‑functional teams (Field Service, Sales, Clinical, QA, R&D) to resolve issues efficiently.
• Participate in team meetings, product training, and continuous improvement initiatives.

Required Knowledge / Skills, Education, and Experience

• Minimum bachelor's degree in a related discipline (Medical Technology, Biology, Biomedical Engineering, etc.).
• Self‑motivated, customer and results oriented.
• Strong problem‑solving, analytical, and influencing skills.
• Highly organized; able to manage multiple tasks and tickets simultaneously.
• Excellent verbal and written communication skills.
• Knowledge of hospitals, testing procedures, and diagnostic equipment.
• Experience working within a hospital / POC setting with a clinical / technical background or in the medical device industry.
• Teaching experience and experience with IT (working with a data manager / middleware) considered assets.

Base Pay Range

Min $83,500 – Max $133,500

Equal Employment Opportunity Statement

Siemens Healthineers is committed to creating a diverse environment and is proud to be an equal‑opportunity employer. While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

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