Customer Support Coordinator

5 months ago

Oakville, Canada 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.**

**At Siemens Healthineers, 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 a Customer Support Coordinator** **to **assist in the receipt, dispatching, tracking and resolution of customer complaints, questions, and service requests as part of a customer services team operating a MES Customer Services Helpdesk.**

**Our global team**: We are a team of more than 69,000 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.**

**This is a role well suited to an ambitious professional, looking for the next step in their career. As a Customer Support Coordinator for Managed Equipment Services (MES) you will be responsible for**:

- Working on-site at a customer’s location:

- Enters questions, complaints and service requests into the asset management system and dispatches service personnel as required, to address the question, complaint or service request;
- Provides timely updates on the service request’s process to customer
- Project coordination support to the MES Site Manager
- Administrative support to the MES team. Schedule meetings, take minutes prepare the meeting information packages.
- Understands contractual commitments by monitoring service response by entering accurate information in the asset management to ensure metrics are reported. Where service responses do not meet contractual obligations, proactively schedules meetings and escalates scenario to MES Site Manager in a time sensitive manner;
- Supports the MES Site Manager in obtaining metrics and analysing data output from asset management system, financial tracking systems and other systems as applicable to ensure accurate and timely reporting of key performance indicators, performance related penalties, continuous quality improvement indicators and balanced scorecard indicators;
- Review safety alerts for medical equipment and action next steps.
- Coordinate user training for new equipment and following-up on post training feedback.
- When required, assisting with the training of more junior/less experienced members of the team;
- Coordinate the removal of decommissioned system with customer and external vendors.
- Actively seek and initiate process improvements to improve efficiency and cost savings;
- Maintain Siemens’ standards of Compliance, Quality and Health & Safety as they relate to the MES operation.
- Other duties that are appropriate to the role as and when required to meet the operational needs of Siemens Healthcare.
- Supports the MES Site Manager to drive outcomes and customer satisfaction.
- To provide support to the MES Site Manager as well as the team in an environment of rapidly changing priorities where a flexible approach and the ability to manage a variety of tasks against a variable workload is key.
- Local internal contacts will include the MES Site Manager and other members of the immediate MES team; in addition, there will be the need to interface with other Siemens employees and management at all levels at various locations. External contacts will include suppliers, clinicians, other staff and management from the hospital.

**Required skills to have for the success of this role**
- Excellent customer service skills including exceptional verbal and written communication skills with problem solving capability. Ability to exercise tact and good judgement when dealing with customer concerns - knows when to escalate difficult situations.
- Ability to develop and maintain working relationships with all stakeholders
- Project Management course work or experience is an asset.
- Must be able to work one of two shifts during Customer’s Working Hours, at the customer site in Hamilton those generally being between Monday-Friday 7am-7pm excluding statutory holidays.
- Knowledge or interest in developing skills in power BI/ data analysis tools
- Ability to read, understand and implement contractual obligations with respect to business and operational issues. Familiarity of working with Service Contracts would be considered and asset
- Demonstrable experience in data analysis and familiarity with Asset Management Systems would be considered assets.
- Good knowledge of healthcare i

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