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About the Role

Manage the healthcare Field Service business by directing, coordinating, and leading the organization and its activities to meet customer service expectations and financial metrics.

Responsibilities

Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities.
Work to maximize customer loyalty and satisfaction.
Communicate the value proposition of Siemens service to customers.
Obtaining service financial goals through revenue attainment and effective cost containment.
Ensure compliance with FDA Good Manufacturing Practices.
Meet annual RSM goals and metrics as established.
Hire, develop, train and coach Customer Service Engineers (CSE’s).
Prioritize customer and business objectives to provide clear direction to CSE’s.
Establishes and maintains close working relationships with the customer, local Service Operations Manager (SOM), Key Account Manager (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), and other support resources.
Acts as the main point of contact for all customer communication and interaction with internal sales, support, and service organizations.
Supports all aspects of service delivery and daily operations.
Performs administrative and other tasks required of the position that support Siemens, service, and NYU.
Oversee all operational activities.
Physical visits to all main sites as contractually obligated and required.
Receives system status alerts and provides regular communications to key contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls.
Actively uses all information in the Customer Distress Index (CDI) dashboard to identify specific Functional Locations (FLs) which are causing customer distress.
Partners closely with the SOM team, while keeping KAE/KAM (Sales partners) updated.
Analyzes and interprets Accounts Receivable (AR) status and provides guidance and recommendations to internal partners.
Communicates information between customer and Siemens stakeholders (Sales & Service).
Engages in technical escalation management by supporting the process with the SOM, CSE, Customer Service Material Logistics (CSML) (parts) and technical support resources.
Provides the sales team with regular updates.
Analyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at the assigned sites and communicates directly with Customer Call Center (CCC) and CSE resources to deliver 100% compliance.
Acts as liaison between Siemens service team and NYU in-house service (Biomed/Clinical Engineering).
Conducts billing validation, oversees the Purchase Order (PO) process (to include creation and approval request for vendor services) and performs any other service-based administrative activity.
Manages escalations between internal and external service providers.
Reviews PM and UI schedule and completion activity with the CCC and local resources.
Inventory control by identifying and verifying equipment (NY) locations.
Supports Project Management activities and Installation activities (through participation in weekly conference calls).
Works with Contract Administrator (CA) to help qualify inventory and billing.
Audits invoices and works with AR credit and collection for both contract and Time and Material (T&M) billing.
Collaborates with SOM and KAM/KAE.
Track/manage any onsite inventory (repair parts classified as depot level storage).
Supports local service team through interaction and engagement with support vendors (i.e., Linde, Air Products, Siemens Building Technologies, etc.).
Schedules face-to-face meetings with appropriate customer representatives.
Collaborates with KAM/KAE to conduct Quarterly Business Review (QBR).
Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfaction.
Tracks and reports Clinical Education and Technical Training balances.
Participates in local service/CSE quarterly meetings.
Articulate and explain value of Service Agreement offerings.

Requirements

BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.
8+ years of successful experience in a directly related field and successful demonstration of Key Responsibilities and Knowledge as presented above.
Excellent organizational skills.
Superior communication skills (written and oral) and ability to effectively communicate with stakeholders at many levels within the organization.
Effectively present information to co-workers and employee groups, including upper management, customers at various levels and public representatives.
Ability to read, analyze and translate into action financial profit and loss statements.
Professional level knowledge on using analytical databases and complex excel workbooks and associated pivot tables.
Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents.
Ability to thrive as a member of a collaborative, cross-functional team.
Competent knowledge of MS Office applications.
Experience in managing large remote employee-based territory preferred.
Knowledge of the Diagnostic Imaging Instruments or equivalent Diagnostic Imaging industry experience preferred.
Ability to articulate and explain value of Service Agreement offerings.
Must be able to work with controlled technology in accordance with US export control law.

Skills

Healthcare Field Service Management
Customer Service
Financial Management
Revenue Attainment
Cost Containment
FDA Good Manufacturing Practices
Team Leadership
Coaching
Customer Relationship Management
Sales Support
Service Delivery
Operations Management
Technical Escalation Management
Preventive Maintenance
Billing Validation
Purchase Order Management
Inventory Control
Project Management
Contract Administration
Auditing
Quarterly Business Review (QBR)
End of Service (EOS) Identification
Service Agreement Value Articulation
Analytical Databases
Complex Excel Workbooks
Pivot Tables
MS Office Applications

Location

Northeast
Southeast

Work Type

Full-time
Hybrid

Experience Level

8+ years

Education Level

BS/BA or equivalent combination of education and experience

Salary/Compensations

$149,900 - $206,118

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

About the Company

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.
When you join Siemens Healthineers, you become part of 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.

Equal Opportunity

Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace.
All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
Applicants and employees are protected under Federal law from discrimination.
Siemens Healthineers is committed to equal employment opportunity.
As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.