Clinical Application Specialist -MEA - "Point of Care"
Dubai, UAE Sales
Job description
We offer you a flexibleand dynamic environment with opportunities to go beyond your comfort zone inorder to grow personally and professionally. Sound interesting? Thencome and join our global team as Clinical Application Specialist -MEA -"Point of Care”, based in Dubai , UAE
Our culture: Our cultureembraces different perspectives, open debate, and the will to challengeconvention. Change is a constant aspect of our work. We aspire to lead thechange in our industry rather than just react to it. That’s why we invite you totake on new challenges, test your ideas, and celebrate success.
Job Overview:
We are looking for aClinical Application Specialist able to support our POC customers in the MEAzone. The Application Support will apply to the POC Core Business (Blood Gas,Urinalysis, Diabetes, Cardiac) as well as to the POC Informatics. A strong ITbackground or experience in IT related topics (LIS, HIS connectivity,Middleware connectivity) is needed. POC has very exciting opportunities in ourrapidly growing MEA zone especially with our key and market leading productsPoccelerator and Atellica VTLi. I am looking for a motivated employee to worktogether with the POC CS operation & Business Partner manager located inDubai and to contribute to the business success of the POC division. Due to thenature of the position and the countries where we have the biggest potential,skills in Arabic language and English language are essential. Please join thePOC CS Team in developing our business and transforming the Customer Supportinto a modern organization able to actively contribute to the POC revenue.
Your Tasks andResponsibilities:
Operational execution ofthe Application (Clinical Support) and Informatics support for the SiemensHealthineers Direct customers and the customers managed by our BusinessPartners
• Support of the entirePOC service portfolio including application support, training, customereducation, installation and project management responsibilities along withtraditional field service break fixes and business partner engagement andmanagement
• Assuring the operationalperformance through the respective CS Processes, incl. adherence of processesto standards and Service Quality System
• Support new systemsrollout phases, updates and upgrades
• Striving to reduce thetime to 1st result, maximize system implementation, throughput of DX POCinstruments and of reagents required for business success
• Strong collaboration andpartnership with Sales in the pre-Sales phase to develop best in classsolutions and ensure their ease of implementation
• Experience is requiredin the following areas: medical/diagnostic equipment, Application and Clinicalsupport of Point Of Care instruments, capabilities to coordinate completion ofactivities.
• Experience is desired inthe following areas: service/support processes, project management, analytical
skills for dataconsolidation, influencing without authority across MEA.
• Increase CustomerSatisfaction in the region through more proactive support approach
• Support new productevaluations and their related activities from Data collection, Auditing ,feeding till generating EP reports
• Conduct Customertrainings as part of the customer continuous education and as a source ofpotential service revenue.
• Conduct Technical/Application workshops for BP to share knowledge and increase the BP efficiency.
• Act as a back-up for theBusiness Partner Manager allowing to reinforce the relationship and themanagement of the BP performances in the zone.
• Develop new conceptslike Blood Gas instruments software Upgrades using tpF & ASU and remotecustomer trainings
• Develop expertise onAtellica VTLi and its clinical context
• Reinforce theprofessional project management approach in large projects (i.e.: Poccelerator,Atellica VTLi)
- Work to maximize customer loyalty and satisfaction
- Communicate the value proposition of Siemens services to customers
- Ensure customer satisfaction through timely follow up on all issues
- Key Customer and area Management
- Develop long term value-based relationships with key accounts
- Provide additional escalation support to resolve key account issues
- Develop proactive account plans to prevent or predict issues
- Provide continuous communication across organization for key accounts
- Actively seek feedback from key customers and closely work with local CS and Regional organizations to maximize customer satisfaction to be greater than 65% NPS
- Support the country CS organizations in ensuring a smooth & successful implementation of all major POC projects and new product launches
- Proactively review customer satisfaction reports through the echo360 tool and take action with product line service leads whenever necessary to increase customer satisfaction
- Identify best practices in region, countries and other external Service providers that would lead to a better customer experience and facilitate expansion across MEA
- Promote and implement creative ideas on cross functional collaboration, process efficiency and new ways of delivering customer support (i.e.: Customer self-service, remote updates etc.)
- Be a strong ambassador in MEA when it comes to promoting and implementing new & innovative CS tools (i.e.: smart collaborator, TeamPlay Fleet, SRS next gen etc.)
- Actively collaborate with the Marketing & Sales teams when business opportunities are identified in order to maximize their outcomes
- Provide functional expertise, related to service including application services, IT support and customer satisfaction.
Your Qualifications andExperience
and reporting structure.
• Demonstrates a workingknowledge of clinical laboratory operations and workflow (pre and postanalytical),
data analysis andinterpretation, presentation skills, and experience with the operation ofvarious Point of
Care instruments andmiddleware.
• Full professionalproficiency in English & Arabic language
• Must possess 3-5 yearsof experience in Application and/or IT support in a service and/or Point OfCare
Diagnostics business
• BS/BA in relateddiscipline, or advanced degree, where required or equivalent combination ofeducation and
experience
• Prior experienceperforming trend analysis and reporting is preferred
Siemens is an EqualOpportunity and Affirmative Action Employer encouraging diversity in theworkplace. All qualified applicants will receive consideration for employmentwithout regard to their race, color, creed, religion, national origin,citizenship status, ancestry, sex, age, physical or mental disability unrelatedto ability, marital status, family responsibilities, pregnancy, and geneticinformation, and other categories protected by federal, state, or local law.Preference may be given to designated groups in line with the company’scompliance with Saudization laws.
Diversity & Inclusion:
At Siemens Healthineers,we embrace and encourage different viewpoints, backgrounds, experiences,expertise, and idiosyncrasies. We encourage our employees to be themselves andempower them to unleash their true potential. This allows different ideas andapproaches to thrive.
We are on our way, takingone step at a time, all the time
We believe that ourdifferences make us stronger and enable us to be the innovative company wepride ourselves on. Innovation comes from change, and change takes time andpersistence. That‘s why we are working on diversity and inclusion every day.
GDPR
We care about your dataprivacy and take compliance with GDPR as well as other data protectionlegislation seriously. For this reason, we ask you not to send us your CV orresume by email. We ask instead that you create a profile in our talentcommunity where you can upload your CV. Setting up a profile lets us know youare interested in career opportunities with us and makes it easy for us to sendyou an alert when relevant positions become open.