Technical Service Specialist - CT Systems

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Guardian & Predictive Services Specialist — CT Americas
Organization: Siemens Healthineers

About the Role

You will be the dedicated specialist responsible for delivering Guardian and Proactive (PROA) remote monitoring services for the CT modality across the Americas (US & Canada). This role is the operational backbone of a contractual service embedded in hundreds of active service agreements, directly supporting a crucial revenue stream .

Your mission: detect the failure before it happens, act before the disruption reaches the patient, and make the best service the one the customer never notices.

You will monitor real-time system intelligence, triage predictive events, coordinate field response, and continuously improve the detection-to-resolution cycle — ensuring that every Guardian-contracted CT system receives the proactive care it was promised.

What Sets You Apart

You don't just fix problems — you prevent them. You find meaning in the disruption that didn't happen, the scan that ran on schedule, the patient whose care was never interrupted. You combine technical depth with operational ownership and a relentless drive to improve.

Why This Role Matters

Behind every Guardian alert is a network of expertise committed to one thing: uninterrupted patient care . You are the person who makes that network work.

What You'll Do

• Monitor & Triage — Analyze Guardian and PROA events (Sc0/Sc1/Sc2) via remote diagnostic platforms (SRS, HPOV, PEAK), applying clinical and technical validation to determine risk and urgency.

• Coordinate Field Action — Translate predictive findings into clear, actionable dispatches for field service engineers, schedulers, and customer care teams. You are the bridge between remote intelligence and on-site execution.

• Drive Continuous Improvement — Track dispatch rates, premature closures, and event accuracy. Identify patterns, refine processes, and feed operational insights back to global engineering and product teams.

• Demonstrate Value — Author PROA Success Stories and Non-Event Reports that quantify prevented disruptions, making the invisible impact of proactive service visible to customers and stakeholders.

• Collaborate Cross-Functionally — Work closely with Regional Service Managers (RSMs), Customer Service Engineers (CSEs), dispatchers, other Service Operations (SO) organizations (EMEA/APAC) and Service Engieneering (SE - HQ) to align practices and share best practices.

What You Bring

• CT systems expertise preferred — Strong technical knowledge of CT platforms (e.g., SOMATOM family): X-ray tube physics, gantry mechanics, cooling systems, high voltage electronics, detector arrays, and software diagnostics.

• Proactive service mindset — You think in trends, not just tickets. You anticipate problems rather than wait for escalations. Prevention is your default mode.

• Continuous improvement discipline — Experience with KPI development, root cause analysis, and iterative process optimization. You close gaps without being asked.

• Remote diagnostic proficiency — Comfortable with remote monitoring tools, service notification workflows, and data-driven triage.

• Clear communication — Ability to translate complex technical findings into plain-language guidance for diverse audiences (field teams, schedulers, management, customers).

• Operational rigor — Proven ability to manage high event volumes with consistent quality, accurate documentation, and timely follow-through.

• Business Hours: -- Alternating Shifts 7am to 3pm and 2pm to 10pm U.S. East Coast Hours

• Molecular Imaging (MI) knowledge preferred — Familiarity with PET/CT or SPECT systems adds cross-modality flexibility.

• Cooling physics & mechanics preferred — Understanding of chiller systems, thermal management, and

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.

To find out more about Siemens Healthineers businesses, please visit our company page here.

The base pay range for this position is:

$50,210 - $69,036

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Position must have full access to Siemens Healthineers' client sites to perform the essential functions of this position. Many clients require Siemens Healthineers employees and representatives to meet certain Vendor Credentialing requirements before they will be allowed to have access to their sites. Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access and must continue to meet those requirements during the course of employment in this position. These requirements vary by client and may include, but are not limited to: Proof of valid identification (photo, driver's license, SSN) Criminal background checks Drug screens Immunizations (COVID-19, Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare training.

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