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Customer Support Specialist

2 weeks ago

Central Singapore Siemens Healthineers Full time

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.

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

**Then come and join our global team as Customer Support Specialist to provide 1st level support for our customers and monitor customer incidents for timely closure and escalation while ensuring highest level of customer satisfaction.**

**Your tasks and responsibilities**:

- You will receive customers calls / information any kind and allocate service incident.
- You will enter service incident into ERP (SPIRIDON) system, check SLA, contract condition, warranty, creditability information.
- You will receive and distribute ticket / notification number as required.
- You will forward service incident to respective technical support (TSE) in time and without any delay and escalate to Customer Care Center Manager when resource is not available.
- You will receive requests from technical support (TSE) and coordinate assigned dispatch requests, check Service Contract Level, identify Suitable Field Staff by optimizing qualification, availability, location, overtime, 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 communicate with the end customer.
- You will monitor daily Customer Care Center operation (Notification Monitor Screen) and escalate to respective operational group (tech-support / dispatch / logistics) if required.
- You will monitor customer satisfaction on every finished service on daily bases and 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 raise urgent order for spare part material request and coordinate spare part delivery onsite.

**Your qualifications and experience**:

- At least 1 years’ experience within customer facing environment / call center
- Minimum diploma or equivalent education and work experience

**Your attributes and skills**:

- You have good telephone and English communications skills, both written and oral
- You are fluent in communicating and coordinating with customer.
- You are proficient in Microsoft Excel
- SAP is a plus

**Our global team**:

- We are a team of 66,000 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.

**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.