Customer Service Expert

Siemens seeks a Senior Customer Service Expert in Switzerland to provide technical support, maintenance, and training for its DX Product Portfolio, ensuring high instrumentation uptime.

This position serves as a vital link within a global network of scientists, clinicians, and specialists. The primary objective is to guarantee the continuous operation of diagnostic instruments by delivering expert technical assistance, managing installations, and resolving complex application issues for assigned customer accounts.

Responsibilities

• Execute the installation, commissioning, routine maintenance, repair, and software updates for diagnostic products.
• Offer specialized technical guidance and support for the DX Product Portfolio to maximize equipment availability.
• Act as the main liaison for designated customer accounts, managing all technical inquiries and issues.
• Collaborate with the Customer Care Center by accepting operational directives and escalating incidents to the Regional Services Operation (RSO) when necessary.
• Document and track customer complaints from initial report through to final resolution.
• Diagnose and fix standard application-related problems using appropriate tools and test equipment.
• Handle escalated unresolved cases by implementing corrective measures and monitoring them until closure.
• Design and conduct training sessions for both internal staff and external clients.
• Support new installation projects and existing clients with application-specific assistance.
• Set up instruments and configure associated reagents.
• Carry out Method Validation studies to ensure compliance and performance standards.

Requirements

• Bachelor’s degree in biomedical engineering, Medical Technology, or a closely related discipline.
• Minimum of five years of professional experience in customer service engineering or application support within the diagnostics sector.
• Deep knowledge of laboratory workflows and diagnostic technologies.
• Strong capabilities in communication, project management, and analytical problem-solving.
• Ability to work autonomously and manage tasks independently.
• Willingness to travel within the region to attend to customer needs and site cases.

About the company

Siemens stands as a leader in medical technology, driven by a singular purpose to pioneer sustainable breakthroughs in healthcare that create better outcomes for patients. The organization fosters a culture that values diverse ideas and believes in the potential of every individual to contribute meaningfully to this mission.

• The company is committed to pushing boundaries in medical technology to improve patient care.
• A unified purpose drives the organization: to pioneer sustainable healthcare breakthroughs.
• The team culture encourages individuals to contribute diverse perspectives and ideas.