Service Operations Manager

🔥 0 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $99.9k - $137.4k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

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Siemens Healthineers

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

🧬 Biotechnology

💰 $1.5M Grant on 2021-05

Healthcare Insurance • Biotechnology • Medical Device

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

• Leads a team of Remote Services Specialists (RSS) to ensure delivery against operational KPIs, including Live Answer, Response Time, Resolution Rate, and customer satisfaction. • Implements and enforces internal policies, service processes, and operational standards aligned with Service Operations and RSC guidelines. • Acts as the first-level escalation point for complex customer issues, service complaints, and critical incidents. • Drives accountability for queue management, productivity, and service quality, ensuring adherence to established workflows and documentation standards (GDP). • Oversees workforce management and employee development, including coaching, performance management, and development planning. • Provides direct remote support to customers and field teams, troubleshooting technical issues and driving resolution through effective workflow and system utilization. • Conducts notification reviews and ensures high-quality action plans are developed and assigned (including TRP where applicable).

🎯 Requirements

• Bachelor’s degree or equivalent experience in a related discipline. • Candidates for consideration must have experience in the CS SO AM MR Department • Strong technical expertise in MR systems and remote service environments. • Typically, 8–10+ years of relevant experience, including remote support and/or service operations. • Proven ability to balance people leadership and hands-on technical execution in a working manager model. • Strong knowledge of RSC tools, workflows, escalation processes, and service delivery models. • Excellent communication, collaboration, and problem-solving skills.

🏖️ 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