Responsibilities: 

The following are the core responsibilities for the CSE 2 position.

1. Uptime of Customer Equipment: Diagnose problems and directly repair customer equipment for assigned modalities.

2. Resource Management: Minimize the costs of servicing customer equipment.

3. Customer Satisfaction/Business Development: Provide service that supports high levels of customer satisfaction; support/develop Service Business.

4. Administration: Conduct administrative and support tasks as required by Siemens and Service Management. 

5. Consistently communicates with sales personnel on significant service events

6. Keeps appropriate personnel well informed of technical information during an escalation

7. Serves as a technical resource for CSE´s within the service region / area

8. Assists other CSE´s in learning about new product offerings

9. Meet all Key Performance Indicators (KPI’s) of the business for your position. (Including but not limited to):

• • Pre-clarification improvement 
  • RTTM
  • MU Compliance
  • PM Compliance
  • SRS Connectivity
  • Learn@Siemens completion
  • Tool & Test Calibration
  • Customer call-backs
  • Kronos On time / accuracy
  • Compliance with Complaint Handling Process
  • ETA Management
  • Inventory aging and/or trunk stock
  • Non-conforming inventory (NCI)

10. Ensure that all required Learn@Siemens courses are completed on time and sign off completion in the system.

11. Ensure that all Test Equipment expiration dates are managed and that no overdue for calibration Test Equipment is used or maintained in the field.

12. Additional Individual Responsibilities.

Please see posted job profile for all information.      

Competencies: The following are the core competencies for the CSE 3 position.

1. Knowledge of Siemens AG and Siemens Medical Solutions as a company.

• New Hire Orientation
• Legal, Compliance and Ethics Training

2. Knowledge of relevant procedures, processes, and standards.

• Policies, Procedures, Processes as required per QST table
• EH&S Curriculum per Regulatory and Compliance Management
• HIPAA/PHI Curriculum
• Quality Management Systems knowledge

3. Other competencies highly-specific to the role.

• Relevant Technical Training courses
• Clinical Workflow know-how (as needed)
• Can learn new mechanical and technical concepts and equipment changes as required
• Can locate, read, and understand documents for install, set-up, repair, troubleshooting, schematics, block diagrams and functional descriptions
• Highly proficient in diagnosing problems
• Application of basic networking theory
• Can operate the equipment to generate images for all major customer applications in order to demonstrate and check operation
• Can identify major parts (assemblies, sub-assemblies, and components) and understand their function
• Can demonstrate advanced understanding of most content taught on assigned modalities at the Training Center – analyzed during PMP Evaluation
• Knows safety procedures/guidelines for assigned equipment
• Understanding preventative maintenance and Update procedures when required (such as for new products) for the assigned equipment
• The ability to assist in the installation of assigned equipment as required
• Principles of electricity, power supplies, and grounding
• Basic Prism training
• Basic MS Office applications

·         Able to independently troubleshoot, diagnose and correct most complex problems to resolve system malfunctions

• Able to identify system issues that may require applications intervention and capable of resolving basic application issues

4. Communications/Relationship competencies.

• Customer Excellence training
• Diversity training
• Time Management (as needed)
• General Writing skills (as needed)
• 5. Additional Individual Competencies.