Customer Service Support

Job Title: Customer Service Support
Location: Oakville (OAV N)
Duration: 3 months

Description:
Purpose of Role:
The ES Support Coordinator provides operational and administrative support to ensure the efficient delivery of service activities within Enterprise Services at Siemens Healthineers.

The role acts as a key coordination between customers, service teams, field engineers, and internal stakeholders to coordinate service processes, manage documentation, support scheduling activities and contribute to delivering exceptional customer experience.

The position helps drive service excellence by ensuring timely communication, accurate reporting, process compliance and effective coordination and support to the organization's healthcare service operations.

In addition to serving as the initial point of contact for MES customers, this role will ensure that contractual requirements for the provision of services to MES customers are met including response and rectification timelines for asset repairs

Main Tasks and Responsibilities:
Working on-site at a customer's location:
o Monitor service requests, work orders and escalations to ensure a timely resolution
o Communicates service updates and provides status reports to customers and leadership teams.
o Manage urgent service situations and prioritize critical customer needs effectively.
o Ability to maintain accurate asset records, documentation, lifecycle information within the asset management system.
o Assists with project coordination tasks associated with diagnostic imaging and biomed system replacement, including meeting preparation and scheduling.
o Assists with negotiating the project scope for system replacements to include updating the technical specifications and room construction requirements
Supports the MES Site Manager in obtaining metrics and analyzing data output from asset management system, financial tracking systems and other systems as applicable to ensure accurate and timely reporting of key performance indicators, performance related penalties, continuous quality improvement indicators and balanced scorecard indicators.
The ability to schedule appointments strategically within a performance measuring system that optimises customer satisfaction.
When required, assisting with the training of more junior/less experienced members of the team.
Actively seek and initiate process improvements to improve efficiency and cost savings.
Maintain Siemens' standards of Compliance, Quality and Health & Safety as they relate to the MES operation.
Other duties that are appropriate to the role as and when required to meet the operational needs of Siemens Enterprise Services (ES)
To provide support to the Operations Manager as well as the team in an environment of rapidly changing priorities where a flexible approach and the ability to manage a variety of tasks against a variable workload is key.
Local internal contacts will include the Operations Manager and other members of the immediate MES team; in addition there will be the need to interface with other Siemens employees and management at all levels at various locations. External contacts will include suppliers, clinicians and other staff and management from the hospital and consortium.

Qualifications/Experience:
Previous experience in customer service, service coordination, healthcare operations or administrative support roles.
Experience working in a fast-paced customer focused environment
Project coordination experience
Excellent knowledge and experience of healthcare in Canada, preferably with experience in a customer service-related role within a hospital or healthcare company.
Excellent verbal and written communication skills knows when to escalate difficult situations.
Advanced skills Microsoft Office 360 and online applications required. Knowledge of asset management systems an asset. Demonstrable experience in data analysis an asset. Experience with KPI tracking, reporting, and process improvement initiatives.
Must be able to work shifts during Customer's Working Hours, those generally being between Monday-Friday 7am-7pm excluding statutory holidays.
Job is on site with Hamilton Health Sciences Ontario and will require attendance on site every workday.
Some further travel between customer sites in Southwest Ontario may be required. Ability and willingness to travel between sites required to support operational and service activities. Valid driver's license and access to reliable transportation may be required