Mission:
Increase customer satisfaction and productivity by providing outstanding, high-quality customer application education and support, incl. turnover training and further continuative education for high-end systems, thereby optimize customer training experience. Increase efficacy of sales through competent application consultancy and support as well as on-site selling of Educate and Expand offerings.
Dimensions:
The Application (Clinical Education) Specialist reports to the Service Manager HU. The position is characterized by the variety and complexity of high-end equipment that requires expertise and continuous learning.
Responsibilities:
- On-site customer education at her Siemens systems; incl. turnover training, follow-ups, updates and upgrades for high-end systems and advanced/specialist applications.
- Responsible for high-end systems, advanced/specialist applications, reference and test/development sites. Delivery of Application Services (Training and Support) in pre-sales, implementation and after-sales according to requirements.
- Customer consultancy and support in individual workflow improvements, incl. adjustment of system parameters; image and signal quality troubleshooting.
- Implementation of new methods and clinical workflows at customer system to expand customer portfolio.
- Professional applications support to quickly process and resolve complex customer tickets, escalations and complaints, incl. error diagnosis and repair, image and signal quality troubleshooting.
- Support of PLM/CRM process, incl. field insight into customer needs, issues and known application errors as well as provision of troubleshooting know-how and experience.
- Sales Support, e.g. product demonstrations, preparation of clinical case studies, publications.
- On-site sales of Educate and Expand offerings.
- Support customers with application training in case of updates are coming out.
Requirements:
- Min. 3 years of professional experience in a clinic or equivalent background involving clinical and medical technology expertise; work experience with Siemens Healthineers systems and equipment is preferable.
- Understanding business processes in healthcare industry, thus knowing the importance and timing of application during product life cycle
- System, modality and application knowledge.
- Clinical knowledge (customer core processes, clinical workflow, disease pathways)
- Medical knowledge (anatomy, physiology and pathology).
- Knowledge of Siemens and Healthcare product portfolio.
- Communication and customer interaction skills, incl. conflict handling.
- Presentation and demonstration skills.
- Education: Radiology technician/radiographer, or university degree, e.g. in engineering, physics or equivalent.
