Bilingual Customer Care Service Representative

**Siemens Healthineers is building tomorrow’s talent. **Shape the future with us.

We are looking for dedicated and talented people who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re-inventing the future of work. Join us and let us focus together on what’s truly important: making lives better with new ideas and the latest technologies around the world.

Why you’ll love working for Siemens Healthineers;
- Freedom and a healthy work-life balance - Embrace our flexible work environment with flex hours, telecommuting and digital workspaces.
- Be part of exciting and innovative projects that help solve some of the world’s most significant health problems.
- Engaging, challenging, and fast evolving, cutting edge technological environment.
- Opportunities to advance your career.
- Competitive total rewards package.
- Rewarding vacation entitlement with the opportunity to buy and sell your vacation depending on your lifestyle.
- Contribute to our social responsibility initiatives focused on access to education and technology, and sustainability, making a positive impact on communities.
- Participate in our celebrations and social events.
- Opportunities to contribute your innovative ideas and get paid for them
- Employee perks and discounts.
- Diversity and inclusivity focused.
- Siemens Healthineers is proud to be a Great Place to Work-certified company® in Canada for 2020-2021 and 2021 list of Best Workplaces for Women.

Siemens Healthineers in Canada stands for engineering expertise with a pioneering spirit in exploring and developing business opportunities to help healthcare providers achieve their goal of improving outcomes while reducing costs. Our 800 employees in Canada located across Canada and 54,000 worldwide, work together to deliver solutions for healthcare providers, resulting in 70% of medical decisions being influenced by the technologies we provide.

**Our i**m**p**a**ct**:

- 70% of critical clinical decisions are influenced by the type of technology we provide.
- More than 31 million Canadians benefit from Siemens Healthineers products every year.
- An average of 85,000 Canadians per day receive treatment or tests from a Siemens Healthineers device.
- Siemens Healthineers participates in 30 healthcare research collaborations in Canada and around the world.

Position Overview
- Conducts bilingual limited technical support and/or pre-defined administrative support activities for service operations and delivery.
- Processes incoming service orders, inquiries and/or service requests regarding products and/or services from our customers and our Field Service Representatives, nationwide.
- Performs order management for assigned customers, manages and files clients' information in the information system in SAP or other databases.
- Supports customer by telephone and provide 1st point of contact support in case of arising issues.
- Drives complex issues and questions to respectively qualified Field Service Representatives.
- Cooperates with clients and service representatives to clarify orders and issues.
- Participates in investigating and resolving commercial and/or after sales technical support problems.
- Accountable for processing 5,000 customer inquiries per year.
- The position is reporting to the Customer Care Centre Manager.

**Responsibilities**:

- Provide bilingual telephone / on-call support to service department of Siemens Healthineers.
- Assess a customer’s contract entitlement and dispatch the appropriate service personnel accordingly using SAP.
- Monitor response time and escalate all issues where necessary.
- Process field spare parts order requests where required
- Generates reports, Adhoc, to initiate field follow up
- Perform mission critical duties as dictated within the business requirements
- Perform filing and archiving activities
- Substitute for and or assist department staff
- Must work well in a fast-paced environment
- Must be able to work under stress
- Must be a Team player
- Must be able to work SHIFTS (7:00 AM - 8:00PM) as required

Required Knowledge/Skills, Education, and Experience
- Bilingual in English and French
- Post-secondary education or equivalen
- Good organizational interpersonal and communication skills
- Knowledge of related products and or services
- Ability to multitask and work in a face pace environment
- Strong attention to detail
- Problem solving and analytical skills
- Must be able to work under stress
- Must be a Team player
- Must be able to work SHIFTS as required

In our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity, Siemens Healthineers requires employees, contractors, and business partners to be fully vaccinated with relevant dose(s) of a Health Canada approved vaccine for all new hires by their start date.

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