Customer Support Coordinator (12 - Month Term) - Jobs in Oakville, ON

Job Description

Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.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 team as a Customer Support Coordinator. This is a 1-year term position. The purpose of this role. The purpose of this role is to assist in the receipt, dispatching, tracking and resolution of customer complaints, questions, and service requests as part of a customer services team operating a MES Customer Services Helpdesk.Our global team: We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing.Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.Our impact:

• 70% of critical clinical decisions are influenced by the type of technology we provide.
• More than 31 million Canadians benefit from Siemens Healthineers products every year.
• An average of 85,000 Canadians per day receive treatment or tests from a Siemens Healthineers device.
• Siemens Healthineers participates in 30 healthcare research collaborations in Canada and around the world.

https://www.healthcare.siemens.ca/healthcare-company-profile/aboutThe Customer Support Coordinator is based on site with our client in Hamilton, ON. The Customer Support Coordinator reports to the Operations Manager, Enterprise Solutions. This role will be administrative support for the MES team, in the form of schedule meetings, take minutes and prepare meeting packages. This role will also assist the MES Operations Manager in analyzing, monitoring, and reporting on Key Performance Indicators, Continuous Quality Improvement indicators and other performance metrics as required by the contract.This is a role well suited to an ambitious professional, looking for the next step in their career.As the Customer Support Coordinator, your responsibilities will include:

• Operates MES Helpdesk by receiving questions, complaints and service requests in person, via email or through dedicated phone line
• Enters questions, complaints and service requests into the asset management system and dispatches service personnel as required
• Project coordination support to the MES Site Manager
• Understands contractual commitments by monitoring service response by entering accurate information in the asset management to ensure metrics are reported. Where service responses do not meet contractual obligations, proactively schedules meetings and escalates scenario to MES Site Manager in a time sensitive manner
• Review safety alerts for medical equipment and action next steps
• Coordinate user training for new equipment and following-up on post training feedback
• Coordinate the removal of decommissioned system with customer and external vendors
• 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
• Supports the MES Site Manager to drive outcomes and customer satisfaction
• Provides support to the MES Site 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.

As a successful Customer Support Coordinator you will have:

• Excellent customer service skills including exceptional verbal and written communication skills with problem solving capability.
• Ability to exercise tact and good judgement when dealing with customer concerns – knows when to escalate difficult situations.
• Must be able to work one of two shifts during Customer’s Working Hours, at the customer site in Hamilton those generally being between Monday-Friday 7am-7pm excluding statutory holidays.
• Advanced skills in MS Word and Excel and other Microsoft Office applications required.
• Ability to read, understand and implement contractual obligations with respect to business and operational issues. Familiarity of working with Service Contracts would be considered and asset
• Project Management course work or experience is an asset
• Demonstrable experience in data analysis and familiarity with Asset Management Systems would be considered assets
• Good knowledge of healthcare in Canada, preferably with experience in a hospital or with a healthcare company
• Experience of a Diagnostic Imaging Department would be an asset
• Ability to travel between customer sites in the Southern Ontario region
• Must be able to work with people of diverse disciplines and cultural backgrounds.

We are looking for dedicated and talented people who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re-inventing the future of work. Join us and let us focus together on what’s truly important: making lives better with new ideas and the latest technologies around the world.In our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity, Siemens Healthineers requires employees, contractors, and business partners to be fully vaccinated with relevant dose(s) of a Health Canada approved vaccine for all new hires by their start date. “Fully vaccinated” means it has been 14 days after receiving the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (i.e. two doses of a two-dose vaccine series, or one dose of a single-dose vaccine series), and which may include, at the Company’s discretion, any further doses in accordance with Health Canada guidelines. Exemptions will only be granted for medical reasons or on the basis of a protected ground under applicable human rights legislation.Organization: Siemens HealthineersCompany: Siemens Healthcare LimitedExperience Level: Early ProfessionalFull / Part time: Full-Time temporarySiemens is committed to creating a diverse environment and is proud to be an equal opportunity employer. Upon request, Siemens Canada will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process. All qualified applicants will receive consideration for employment.By submitting personal information to Siemens Canada Limited or its affiliates, service providers and agents, you consent to our collection, use and disclosure of such information for the purposes described in our Privacy Code available at www.siemens.ca.Siemens s’engage à créer un environnement diversifié et est fière d’être un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Tous les candidats qualifiés seront pris en considération pour ce poste.En transmettant des renseignements personnels à Siemens Canada limitée ou à ses sociétés affiliées, à ses fournisseurs de services ou à ses agents, vous nous autorisez à recueillir, à utiliser et à divulguer ces renseignements aux fins prévues dans notre Code de protection de la confidentialité, que vous pouvez consulter au www.siemens.ca.Quick Apply

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