Do you want to help shape the future of healthcare Our name, Siemens Healthineers, was selected to honor our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry.
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
Clinical Application Specialist -MEA - Point of Care, based in Dubai , UAE
Our global team: Siemens Healthineers is a leading global medical technology company. 70,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services.
Our culture: Our culture embraces different perspectives, open debate, and the will to challenge convention. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That's why we invite you to take on new challenges, test your ideas, and celebrate success.
Job Overview:
We are looking for a Clinical Application Specialist able to support our POC customers in the MEA zone. The Application Support will apply to the POC Core Business (Blood Gas, Urinalysis, Diabetes, Cardiac) as well as to the POC Informatics. A strong IT background or experience in IT related topics (LIS, HIS connectivity, Middleware connectivity) is needed. POC has very exciting opportunities in our rapidly growing MEA zone especially with our key and market leading products Poccelerator and Atellica VTLi. I am looking for a motivated employee to work together with the POC CS operation & Business Partner manager located in Dubai and to contribute to the business success of the POC division. Due to the nature of the position and the countries where we have the biggest potential, skills in Arabic language and English language are essential. Please join the POC CS Team in developing our business and transforming the Customer Support into a modern organization able to actively contribute to the POC revenue.
Your Tasks and Responsibilities:
Operational execution of the Application (Clinical Support) and Informatics support for the Siemens Healthineers Direct customers and the customers managed by our Business Partners
- 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
- 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.
- Experience is desired in the following areas: service/support processes, project management, analytical
skills for data consolidation, influencing without authority across MEA.
- 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)
- 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
- Key Customer and area Management
- 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 MEA
- 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.
Your Qualifications And Experience
- Ability to work cross functionally in a collaborative manner while operating in a heavily matrixed environment
and reporting structure.
- Demonstrates a working knowledge of clinical laboratory operations and workflow (pre and post analytical),
data analysis and interpretation, presentation skills, and experience with the operation of various Point of
Care instruments and middleware.
- Full professional proficiency in English & Arabic language
- Must possess 3-5 years of experience in Application and/or IT support in a service and/or Point Of Care
Diagnostics business
- BS/BA in related discipline, or advanced degree, where required or equivalent combination of education and
Experience
- Prior experience performing trend analysis and reporting is preferred
Equal Employment Opportunity:
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, and genetic information, and other categories protected by federal, state, or local law. Preference may be given to designated groups in line with the company's compliance with Saudization laws.
Diversity & Inclusion:
At Siemens Healthineers, we embrace and encourage different viewpoints, backgrounds, experiences, expertise, and idiosyncrasies. We encourage our employees to be themselves and empower them to unleash their true potential. This allows different ideas and approaches to thrive.
We are on our way, taking one step at a time, all the time
We believe that our differences make us stronger and enable us to be the innovative company we pride ourselves on. Innovation comes from change, and change takes time and persistence. That's why we are working on diversity and inclusion every day.
GDPR
We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open.
