Application & IT Support Specialist Siemens Healthineers UAE

Siemens Healthineers is seeking a MEA POC Application & IT Support Specialist to join their team in Dubai. The company offers you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. This vacancy was published by the company on December 4, 2023 under the job ID 395161 and is now open for applications.

Duties as Application & IT Support Specialist

• 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 trainings as part of the customer continuous education and as a source of potential service revenue.
• Conduct 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 BP performances in the zone.
• Develop new concepts like Blood Gas instruments software Upgrades using tpF & ASU and remote customer trainings.
• Develop expertise on Atellica VTLi and its clinical context.
• Reinforce the professional project management approach in large projects (i.e.: Poccelerator, Atellica VTLi).

What you’ll do as IT & Support Specialist

• Work to maximize customer loyalty and satisfaction.
• Communicate the value proposition of Siemens services to customers.
• Ensure customer satisfaction through timely follow up on all issues.
• 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 country CS organizations in ensuring a smooth & successful implementation of all major POC projects and new product launches.
• Proactively review customer satisfaction reports through the echo360 tool and take action with product line service leads whenever necessary to increase customer satisfaction.
• Identify best practices in region, countries and other external Service providers that would lead to a 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 MEA when it comes to promoting and implementing new & innovative CS tools (i.e.: smart collaborator, TeamPlay Fleet, SRS next gen etc.)
• Actively collaborate with the Marketing & Sales teams when business opportunities are identified in order to maximize their outcomes.
• Provide functional expertise, related to service including application services, IT support and customer satisfaction.

Job Requirements

Following is the eligibility criteria for the role of Application & IT Support Specialist

• BS/BA in related discipline, or advanced degree, where required or equivalent combination of education and experience.
• Must possess 3-5 years of experience in Application and/or IT support in a service and/or Point Of Care.
• Prior experience performing trend analysis and reporting.
• Experience is required in the following areas: medical/diagnostic equipment, Application and Clinical support of Point Of Care instruments, capabilities to coordinate completion of activities.

Knowledge & Skills

• Ability to work cross functionally in a collaborative manner while operating in a heavily matrixed environment and reporting structure.
• Demonstrate a working knowledge of clinical laboratory operations and workflow (pre and post analytical).
• Data analysis and interpretation.
• Presentation skills.
• Experience with the operation of various Point of Care instruments and middle-ware.
• Full professional proficiency in English & Arabic language.

Logistics Administrator Siemens Healthineers Dubai UAE