Customer Services Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $99.9k - $137.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Siemens Healthineers

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧬 Biotechnology

💰 $1.5M Grant on 2021-05

Healthcare • Healthcare Insurance • Biotechnology

Siemens Healthineers is a leading MedTech company focused on pioneering breakthroughs in healthcare. They offer a comprehensive portfolio that addresses the entire care continuum for serious diseases, including medical imaging, laboratory diagnostics, point-of-care testing, and digital health solutions. With a commitment to innovation, sustainability, and improving patient access to care, Siemens Healthineers collaborates with healthcare professionals and organizations globally to advance medical technology and enhance patient outcomes.

📋 Description

• Serve as the primary customer liaison for operational matters, including troubleshooting, escalations, reporting, and general communications • Interpret customer needs and feedback and drive timely issue resolution • Provide professional, timely, and effective customer support • Lead and manage a team of Customer Service Engineers, including performance management, workforce planning, coaching, employee development, timekeeping, and scheduling • Develop service schedules and assign work based on customer requirements, business priorities, and team capabilities • Assess employee skills and performance and provide coaching and on-the-job training • Identify opportunities for professional development and additional training • Ensure work complies with quality, safety, regulatory, FDA Good Manufacturing Practices, and company standards • Partner with cross-functional teams to address customer needs, resolve issues, and support operational objectives • Proactively identify and address operational challenges and opportunities • Exercise sound judgment in customer interactions, operational decision-making, and resource management • Monitor and evaluate service performance metrics • Implement continuous improvement initiatives to improve operational effectiveness and customer satisfaction • Oversee onsite installation, service, maintenance, and modification of equipment at customer locations

🎯 Requirements

• Associate degree (A.A. or A.S.) in a related field, or an equivalent combination of education, training, and experience • Minimum of 2–5 years of field service, customer service operations, leadership, or related experience preferred • Ability to effectively lead teams, manage priorities, and deliver high levels of customer service • Strong written and verbal communication skills • Ability to build positive working relationships with customers, colleagues, technical support teams, and internal partners • Ability to work independently and collaboratively in a team-oriented environment • Ability and willingness to perform hands-on service activities when business needs require, if applicable • Ability and willingness to travel domestically and internationally as needed • Ability and willingness to work flexible schedules, including on-call assignments, evenings, weekends, or alternative shifts, as required by business needs, if applicable • Commitment to maintaining a safe, inclusive, and respectful work environment • Ability to adapt to changing priorities and operate effectively in a fast-paced customer-focused environment • Demonstrated professionalism, accountability, and commitment to continuous improvement • Position must have full access to Siemens Healthineers' client sites • Must meet applicable Vendor Credentialing requirements, which may include valid identification, criminal background checks, drug screens, immunizations, annual TB testing, and healthcare training • Must be able to work with controlled technology in accordance with US export control law

🏖️ Benefits

• 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 • Professional development and additional training opportunities • On-the-job training • Flexible schedules, including on-call assignments, evenings, weekends, or alternative shifts, as required by business needs • Commission eligibility, if applicable