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.

Provide limited technical assistance to customers and processing service orders by responding to service requests of all types (live, email, etc.)

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.