MEA Point Of Care (POC) Support specialist
Siemens
Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.
Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.
Sound interesting? Then come and join our global team as MEA POC Support specialist, Based in Dubai – United Arab Emirates
Our global team: Siemens Healthineers is a leading global medical technology company. 70,000 dedicated colleagues
In over 70 countries are driven to shape the future of healthcare. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services.
Our culture: Our culture embraces different perspectives, open debate, and the will to challenge convention. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That’s why we invite you to take on new challenges, test your ideas, and celebrate success.
Your Role:Operational execution of the Application (Clinical Support) and back-up for Informatics and Service support for the Siemens Healthineers Direct customers and the customers managed by our Business Partners (BPs)• Support of the entire POC service portfolio including application support, training, customer education, installation and project management responsibilities along with traditional field service break fixes and business partner engagement and management • Assuring the operational performance through the respective CS Processes, incl. adherence of processes to standards and Service Quality System • Support new systems rollout phases, updates and upgrades • Striving to reduce the time to 1st result, maximize system implementation, throughput of DX POC instruments and of reagents required for business success • Strong collaboration and partnership with Sales in the pre-Sales phase to develop best in class solutions and ensure their ease of implementation • Increase Customer Satisfaction in the region through more proactive support approach • Support new product evaluations and their related activities from Data collection, Auditing, feeding till generating EP reports • Conduct Customer training as part of the customer continuous education and as a source of potential service revenue. • Conduct as needed Technical/ Application workshops for BP to share knowledge and increase the BP efficiency. • Act as a back-up for the Business Partner Manager allowing to reinforce the relationship and the management of the BPs performance in the zone. • Develop new concepts like Blood Gas instruments software Upgrades using TeamPlay Fleet & ASU and remote customer trainings and implementation of AI based tools. Creatively develop sources of Service revenues aimed at achieving profitability for the CS MEA organization • Develop expertise on Atellica VTLi (Measurement of the Ultra sensitive Troponine I) and its clinical context in Cardio Vascular disease managementReinforce the professional project management approach in large projects (i.e.: Poccelerator, Atellica VTLi, RapidPoint 500e)• Work to maximize customer loyalty and satisfaction • Communicate the value proposition of Siemens and Distributor services to customers • Ensure customer satisfaction through timely follow-up on all issues • Key Customer and area Management • Develop long-term value-based relationships with key accounts • Provide additional escalation support to resolve key account issues • Develop proactive account plans to prevent or predict issues • Provide continuous communication across organization for key accounts • Actively seek feedback from key customers and closely work with local CS and Regional organizations to maximize customer satisfaction to be greater than 65% (NPS) • Support the BP’s CS organizations in ensuring a smooth & successful implementation of all major POC projects and new product launches • Proactively review direct customer satisfaction reports through the Echo360 tool and take action with product line service heads whenever necessary to increase customer satisfaction • Identify best practices in region, countries and other external Service providers that would lead to better customer experience and facilitate expansion across MESA • Promote and implement creative ideas on cross-functional collaboration, process efficiency and new ways of delivering customer support (i.e.: Customer self-service, remote updates etc.) • Be a strong ambassador in MESA when it comes to promoting and implementing new & innovative CS tools (i.e.: CoPilot for Service, TeamPlay Fleet, SRS next gen etc.) • Actively collaborate with the Marketing & Sales teams when business opportunities are identified to maximize their outcomes • Provide functional expertise, related to service including application services, IT support and customer satisfaction.
Your Expertise:
• Experience is required in the following areas: medical/diagnostic equipment, Service, Application and Clinical support of Point Of Care instruments, capabilities to coordinate completion of activities.• Experience is desired in the following areas: service/support processes, project management, analytical skills for data consolidation, influencing without authority across MESA. Ability to work cross functionally in a collaborative manner while operating in a heavily matrixed environment and reporting structure. • Demonstrates a working knowledge of clinical laboratory operations and workflow (pre and post analytical), data analysis and interpretation, presentation skills, and experience with the operation of various Point of Care instruments and middleware.• Full professional proficiency in English & Arabic language • Must possess 3-5 years of experience in Application, Service and/or IT support in a service department and/or Point of Care Diagnostics business• BS/BA in related discipline, or advanced degree, where required or equivalent combination of education and experience • Prior experience performing trend analysis and reporting is preferred
Who we are:
We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.
How we work:
When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Check our Careers Site
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. Please create a profile within our talent community and subscribe to personalized job alert that will keep you posted about new opportunities.
To all recruitment agencies:
Siemens Healthineers' recruitment is internally managed, with external support permitted only when a qualified supplier has established a formal contract with us. Unsolicited candidate submissions and referrals, absent a current supplier contract, do not establish consent and are ineligible for fees. We delete and destroy unsolicited information, thus, would recommend you refrain from any such practices. Your adherence to our policies is appreciated.
Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.
Sound interesting? Then come and join our global team as MEA POC Support specialist, Based in Dubai – United Arab Emirates
Our global team: Siemens Healthineers is a leading global medical technology company. 70,000 dedicated colleagues
In over 70 countries are driven to shape the future of healthcare. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services.
Our culture: Our culture embraces different perspectives, open debate, and the will to challenge convention. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That’s why we invite you to take on new challenges, test your ideas, and celebrate success.
Your Role:Operational execution of the Application (Clinical Support) and back-up for Informatics and Service support for the Siemens Healthineers Direct customers and the customers managed by our Business Partners (BPs)• Support of the entire POC service portfolio including application support, training, customer education, installation and project management responsibilities along with traditional field service break fixes and business partner engagement and management • Assuring the operational performance through the respective CS Processes, incl. adherence of processes to standards and Service Quality System • Support new systems rollout phases, updates and upgrades • Striving to reduce the time to 1st result, maximize system implementation, throughput of DX POC instruments and of reagents required for business success • Strong collaboration and partnership with Sales in the pre-Sales phase to develop best in class solutions and ensure their ease of implementation • Increase Customer Satisfaction in the region through more proactive support approach • Support new product evaluations and their related activities from Data collection, Auditing, feeding till generating EP reports • Conduct Customer training as part of the customer continuous education and as a source of potential service revenue. • Conduct as needed Technical/ Application workshops for BP to share knowledge and increase the BP efficiency. • Act as a back-up for the Business Partner Manager allowing to reinforce the relationship and the management of the BPs performance in the zone. • Develop new concepts like Blood Gas instruments software Upgrades using TeamPlay Fleet & ASU and remote customer trainings and implementation of AI based tools. Creatively develop sources of Service revenues aimed at achieving profitability for the CS MEA organization • Develop expertise on Atellica VTLi (Measurement of the Ultra sensitive Troponine I) and its clinical context in Cardio Vascular disease managementReinforce the professional project management approach in large projects (i.e.: Poccelerator, Atellica VTLi, RapidPoint 500e)• Work to maximize customer loyalty and satisfaction • Communicate the value proposition of Siemens and Distributor services to customers • Ensure customer satisfaction through timely follow-up on all issues • Key Customer and area Management • Develop long-term value-based relationships with key accounts • Provide additional escalation support to resolve key account issues • Develop proactive account plans to prevent or predict issues • Provide continuous communication across organization for key accounts • Actively seek feedback from key customers and closely work with local CS and Regional organizations to maximize customer satisfaction to be greater than 65% (NPS) • Support the BP’s CS organizations in ensuring a smooth & successful implementation of all major POC projects and new product launches • Proactively review direct customer satisfaction reports through the Echo360 tool and take action with product line service heads whenever necessary to increase customer satisfaction • Identify best practices in region, countries and other external Service providers that would lead to better customer experience and facilitate expansion across MESA • Promote and implement creative ideas on cross-functional collaboration, process efficiency and new ways of delivering customer support (i.e.: Customer self-service, remote updates etc.) • Be a strong ambassador in MESA when it comes to promoting and implementing new & innovative CS tools (i.e.: CoPilot for Service, TeamPlay Fleet, SRS next gen etc.) • Actively collaborate with the Marketing & Sales teams when business opportunities are identified to maximize their outcomes • Provide functional expertise, related to service including application services, IT support and customer satisfaction.
Your Expertise:
• Experience is required in the following areas: medical/diagnostic equipment, Service, Application and Clinical support of Point Of Care instruments, capabilities to coordinate completion of activities.• Experience is desired in the following areas: service/support processes, project management, analytical skills for data consolidation, influencing without authority across MESA. Ability to work cross functionally in a collaborative manner while operating in a heavily matrixed environment and reporting structure. • Demonstrates a working knowledge of clinical laboratory operations and workflow (pre and post analytical), data analysis and interpretation, presentation skills, and experience with the operation of various Point of Care instruments and middleware.• Full professional proficiency in English & Arabic language • Must possess 3-5 years of experience in Application, Service and/or IT support in a service department and/or Point of Care Diagnostics business• BS/BA in related discipline, or advanced degree, where required or equivalent combination of education and experience • Prior experience performing trend analysis and reporting is preferred
Who we are:
We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.
How we work:
When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Check our Careers Site
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. Please create a profile within our talent community and subscribe to personalized job alert that will keep you posted about new opportunities.
To all recruitment agencies:
Siemens Healthineers' recruitment is internally managed, with external support permitted only when a qualified supplier has established a formal contract with us. Unsolicited candidate submissions and referrals, absent a current supplier contract, do not establish consent and are ineligible for fees. We delete and destroy unsolicited information, thus, would recommend you refrain from any such practices. Your adherence to our policies is appreciated.
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