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Siemens Customer Service Manager - Austin TX in Austin, Texas

Now’s our time to inspire the future of healthcaretogether.

Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 48,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services. This is what truly matters to us.

Overview of the CSM role:

  • Establishes andmaintains close working relationships with the customer, local RSM,KAM/KAE (Sales teams), CSEs, ES CSMs, and other support resources

  • Understands theorganizational structure of the client’s business, along with that of theSiemens service and sales support teams

  • Is the “Voice of theCustomer”

  • Acts as the main pointof contact for all customer communication and interaction with internalsales and service organizations

  • Supports all aspects ofservice delivery and daily operations

  • DX CSMs provide directmanagement of assigned CSE resources

  • Where applicable,Imaging CSMs provide direct management of Biomed personnel resources

General Responsibilities:

  • Business Management:Plan and manage the Siemens Service business for the assigned customer

  • Customer Satisfaction:Ensure customers receive optimum levels of service and maintain highlevels of customer satisfaction with Siemens

  • Personnel Management andDevelopment: Where applicable, hire and develop Biomed CSE’s and managetheir activities to meet all assigned goals

  • Administrative/OtherTasks: Perform administrative and other tasks required of the position,that support Siemens, Service, and the assigned customer

  • Meet all Key PerformanceIndicators (KPI’s) of the business for the assigned customer

  • Where applicable, managetraining for personnel resources to ensure only trained personnel areservicing equipment

Tasks and Support Activities of the CSM (Service Support)

Daily Operational Activities:

  • Immediate availabilityto oversee all operational activities (acts as on-site RSM)

  • Physical visits to allmain sites as contractually obligated and required by Zone CustomerSuccess Director (ZCSD)

  • Receives system statusalerts and provides regular communications to key customer contacts on allservice activity, with a specific focus on EC1 (down system) and EC2(restricted operation) calls

  • Actively uses allinformation in the CDI dashboard to identify specific FLs which arecausing customer distress. Partners closely with RSM whilekeeping KAE/KAM (Sales partners) updated

  • Analyzes and interpretsAR status and provides guidance and recommendations to internal partners

  • Communicates informationbetween customer and Siemens stakeholders (Sales & Service)

  • Engages in technicalescalation management by supporting the process with the RSM, CSE, CSML(parts) and technical support resources. Communication tocustomer is an essential part of this activity (in addition, provides thesales team with regular updates)

  • Analyzes PM and UIactivity for all FLs at the assigned customer sites and communicatesdirectly with CSE and CCC resources to help deliver 100% compliance.

  • Acts as liaison betweenSiemens service team and in-house service (Biomed/Clinical Engineering)

  • Assists with billingvalidation, oversees the PO process (to include creation and approvalrequest for vendor services) and performs any other service-basedadministrative activity

  • Manages escalationsbetween internal and external service providers

  • Equipment AssetManagement (EAM) Dashboard review

  • Multi-Vendor (MV) Partsordering/facilitation

Weekly Operational Activities:

  • Reviews PM and UIschedule and completion activity with local CSEs

  • Assists with inventorycontrol by identifying and verifying equipment (FL) locations

  • Assists with projectmanagement activities and installation activities through participation inweekly conference calls

  • Physical visits to allmain sites

  • Works with ContractAdministrator (CA) to help qualify inventory and billing

  • Helps audit invoices andworks with Accounts Receivable (AR) credit and collection for bothcontract and T&M billing. Collaborates with RSM and KAM/KAE

  • Helps track/manage anyonsite inventory (repair parts classified as depot level storage)

  • Supports local serviceteam through interaction and engagement with support vendors (i.e., Linde,Air Products, Siemens Building Technologies, etc.)

Monthly/Quarterly Operational Activities:

  • Schedules face-to-facemeeting with appropriate customer representatives

  • Collaborates with RSMand KAM/KAE to conduct Quarterly Business Review (QBR)

  • Identifies End ofService (EOS) systems and communicates with sales team and customer toavoid customer dissatisfaction

  • Tracks and reportsClinical Education and Technical Training balances

  • Participates in localservice/CSE quarterly meetings

Recommended Core Competencies for management/RSM/CSMroles

Knowledge of Siemens Healthineers as a company:

• New Hire Orientation

• Legal, Compliance, and Ethics Training

Relevant procedures, processes, and standards:

• Policies, Procedures, Processes as required per QST table

• EH&S Curriculum per Regulatory and Compliance Management

• HIPAA/PHI Curriculum

• CSG Quality Management Systems knowledge

Other competencies highly specific to the RSM/CSM role:

• Modality Basic Course or equivalent experience

• Clinical Workflow know-how

• Knowledge of Service Agreement offerings

• Basic SAP training

• Knows safety procedures/guidelines

• MS Office applications or equivalent experience

Management/communications competencies:

• Facilitation Process

• Presentation Skills

• Time Management

• Behavioral Interviewing

• General Writing skills (as needed)

• Customer Excellence Training

• Diversity training

Organization: Siemens Healthineers

Company: Siemens Medical Solutions USA, Inc.

Experience Level: Experienced Professional

Job Type: Full-time

Equal Employment Opportunity Statement

Siemens 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.

EEO is the Law

Applicants and employees are protected under Federal law from discrimination. To learn more, Click here ( .

Pay Transparency Non-Discrimination Provision

Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here ( .

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