Senior Support Specialist

Head Office based role - Camberley, Frimley, Surrey

Portfolio of Siemens products with a focus on Haematology products.

Contacts
Customers at all levels, Staff at all levels within UK, Staff at all levels in other DX locations, Staff at all levels within Siemens UK, Third parties, contractors, sub-contractors and suppliers.

Mission
The jobholder is expected to be a technical reference for their allocated products. The jobholder will gain a working level of knowledge across the products, in terms of their operation and integration into the laboratory. They will use their knowledge to provide a high level of support to our customers and our field-based staff.


Areas of Responsibility/Tasks

Perform first and second line telephone troubleshooting. Working within the Customer Support Centre, planning actions that will result in the most effective resolution of customer's technical enquiries.
Conduct quality customer and staff training
Monitor the progress of interventions at customers sites, deciding if escalation procedures should be invoked
Make proactive and reactive visits to customer sites when appropriate.
Assist in measuring and reporting on system reliability
Prepare written technical communications for customers and staff.
Inform Senior colleagues of situations where customer satisfaction is compromised or contractual obligations are unlikely to be met.
Comply with work instructions, quality policy, and codes of conduct and health and safety policies at all times.

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