Service Assistant

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 Service Assistant based in Jeddah, Saudi Arabia.**

Our global team: Siemens Healthineers is a leading global medical technology company. 50,000 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.

**Your tasks and responsibilities**
- You will receive customers calls, Check SLA, contract condition, warranty, creditability information.
- You will be entering service incident into ERP (SPIRIDON) system.
- You will receive and distribute ticket / notification number as required.
- You will forward service incident to respective technical support (TSE) in time and w/o any delay.
- Escalate to Operation Manager when resource is not available.
- Enter service reports into ERP (SPIRIDON) system after receiving it from the field force.
- Monitor the service report return from the field force.
- Escalate to Operation Manager when report is not returned in defined time.
- Monitor customer satisfaction on every finished service on daily bases.
- Generate daily performance reports as defined.
- Support operational group (tech-support / dispatch / logistics) in administrational work.
- Receive requests from technical support and coordinate assigned dispatch requests.
- Identify Suitable Field Staff by optimizing: qualification, availability, location, overtime.
- Resolve resource conflicts by re-planning of activities within defined scope.
- Manage escalations in case of unavailability of field staff according to defined process.
- Coordinate Order and Delivery of spare parts as required by Service staff.
- Coordinate spare part delivery and synchronization with CSE - optimize planning.
- Monitor service delivery by field staff.
- Ensure Estimated Time of Arrival is met: re-plan changes and inform customer.
- Control field staff on site time: re-plan changes where necessary.
- Monitor spare part delivery status: re-plan changes where necessary.
- You will be scheduling Planned Service.
**Your qualifications and experience**
- Bachelor Degree in any business discipline.
- SAP knowledge is a plus
- Customer Care Center experience
- Fluency in English
- MS Office knowledge
**Your attributes and skills**
- Customer focus, analytical thinking / optimization of cost and resources, independent and creative problem solving
- Strong communications skills
**GDPR**

**Diversity and Inclusion**

Siemens Healthineers 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, gender, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, and other categories protected by federal, state or local law.

At Siemens Healthineers, we take our difference to heart. We are a strongly knit team of 50,000 Healthineers all driven by the purpose of enhancing the quality of healthcare. We value diversity and inclusion and are committed to equality for all. Our people are all talented in their own unique way. Our diverse backgrounds, experiences and ideas enable us to push boundaries and create new innovative technologies for our customers and patients all over the world. Working with us, you will be part of an international working environment made up of diverse teams and cultures, an environment where everyone is valued and recognized.

**Organization**: Siemens Healthineers
**Company**: Siemens Healthcare Limited
**Experience Level**: Experienced Professional

**Job Type**: Full-time