Diagnostics Customer Service Manager (CSM) - Milwaukee, WI
Siemens Medical Solutions USA, Inc.

Job Info

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Do you want to join us in helping to fight the world's most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.

At Siemens Healthineers, we offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting? Then come and join our global team as DX Customer Service Manager.

Our global team: We are a team of more than 68,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what's possible in healthcare to help improve people's lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what's possible, to improve people's lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers

• Service Area - Milwaukee, Wisconsin

Position Overview :

The DX Customer Service Manager provides highly visible customer support through the management of onsite installation, service, maintenance, and modification of equipment at customer sites. This highly visible role is a critical component to our holistic approach in solving our customer's most difficult problems.

The DX Customer Service Manager will manage a team of Customer Service Engineers that support a customer, location, and/or defined territory. The DX Customer Service Manager will also be responsible for daily interaction with customers to provide regular updates and to manage escalations as required. Additionally, the DX Customer Service Manager will be responsible for managing working relationships with second- and third-level technical support, customer line operators, and other internal sales and service counterparts.

Key Responsibilities :

• Responsibility for successful on-site service operations, driving continuous improvements and overall responsibility for site service performance.
• Acting as the customer liaison on most matters including troubleshooting, escalations, reporting, and general communications. Interprets customer demands/feedback and owns the solution.
• Demonstrating strong customer focus by listening to, recognizing and responding to customer input in an effective, timely and courteous manner.
• Direct management of a team of field service engineers who support the systems. This includes performance management, staffing, and other administrative duties such as timekeeping.
• Developing schedules and assigning work to engineers based upon customer need.
• Taking the lead in identifying an engineer's level of capability, providing on-the-job training, and recommending additional training.
• Ensuring that all work is performed with a high level of quality and safety.
• Collaborating across the organization to ensure that customer demands are satisfied.
• Taking initiative as problems and opportunities arise by anticipating and meeting customer needs and company expectations.
• Ensure compliance with FDA Good Manufacturing Practices.
• Must demonstrate excellent judgment in customer relations and in managing company resources.

Qualifications :

The successful candidate will have:

• Minimum of 2-5 years' previous field service and/or management experience preferred.
• AS/AA in related discipline or equivalent combination of education and experience.
• Superior communication skills (written and verbal) and ability to effectively communicate with stakeholders at many levels within the organization.
• Proven track record of strong customer service skills as well as excellent communication skills.
• Ability to interface with customers, peers, internal support center employees in a positive and professional manner.
• Ability to work both individually and in an established team setting.
• Willingness and ability to perform front-line service activities (if applicable).
• Willingness and ability to travel domestically and internationally at times for training.
• Willingness and ability to work different shifts, on-call, nights and weekends (if applicable).

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose: To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

If you want to join us in transforming the way healthcare is delivered, visit our career site at https://usa.healthcare.siemens.com/careers .

If you wish to find out more about the specific division before applying, please visit: https://usa.healthcare.siemens.com/about .

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As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.

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.

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