Customer Support Coordinator (12 Month Term)

Customer Support Coordinator (12-Month Term)

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

The Customer Support Coordinator (12-Month Term) will be a hybrid role supporting our customers in Hamilton and Brampton, ON. The Customer Support Coordinator reports to the Head of Operations, Enterprise Solutions. This role will be administrative support for the MES team, in the form of coordinating service calls, project coordination support and preparing 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:

• Operating MES Helpdesk by receiving service requests, complaints and questions in person, via dedicated phone line
• Entering questions, complaints and service requests into the asset management system and dispatches service personnel as required
• Project coordination support to the MES Site Manager
• Understanding 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
• Reviewing safety alerts for medical equipment and action next steps
• Coordinating user training for new equipment and following up on post training feedback
• Coordinating the removal of decommissioned system with customer and external vendors
• Actively seeking and initiating process improvements to improve efficiency and cost savings

• Maintaining Siemens' standards of Compliance, Quality and Health & Safety as they relate to the MES operation
• Supporting the MES Site Manager to drive outcomes and customer satisfaction
• Providing 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 Excel and competent ability in 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 (Hamilton and Brampton, ON)
• Must be able to work with people of diverse disciplines and cultural backgrounds.

Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual's potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world's most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.