Do you want to join us in helping to fightthe world’s most threatening diseases and enabling access to care for morepeople around the world?
At Siemens Healthineers, we pioneerbreakthroughs in healthcare. Foreveryone. Everywhere.
Our global team: We are a team of 66,000 highly dedicated employees acrossmore than 70 countries passionately pushing the boundaries of what’s possiblein healthcare to help improve people’s lives around the world. As a leader inthe industry, we aspire to create better outcomes and experiences for patientsno 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 andinnovative cancer care, is crucial for clinical decision-making and treatmentpathways.
Our culture: We are part of an incredible community of scientists,clinicians, developers, researchers, professionals, and skilled specialistspushing the boundaries of what’s possible, to improve people’s lives around theworld. We embrace a culture ofinclusivity in which the power and potential of every individual can beunleashed. We spark ideas that lead to positive impact and continued success.Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers.
We offer you a flexible and dynamicenvironment with opportunities to go beyond your comfort zone to growpersonally and professionally.
Sound interesting? Then come and join ourglobal team as a Customer Success Manager.
· Service Area – Baltimore, MD & WashingtonD.C. Area
This is a role well suitedto an ambitious professional, looking for the next step in their career. As a Customer Success Manager, you will be responsible for the following:
Customer Success Manager Role Overview & Responsibilities:
- This is an on-site position requiring a physical presence at the maincustomer site as well as regular visits to satellite campuses (hospitals andimaging centers)
- Establishes and maintains close working relationships with the customer,local Regional Service Manager (RSM), Key Account Manager (KAM)/Key AccountExecutive (KAE) (Sales teams), Customer Service Engineers (CSEs), and othersupport resources
- Understands the organizational structure of customer’s business, alongwith that of the Siemens service and sales support teams
- Is the “Voice of the Customer”
- Acts as the main point of contact for all customer communication andinteraction with internal sales, support, and service organizations
- Supports all aspects of service delivery and daily operations
General Responsibilities:
- Business Management: Works with Local Regional Service Manager (RSM) toplan and manage the service business as contracted through Siemens
- Customer Satisfaction: Works with local RSM(s) to help ensure customersreceive optimum levels of service and maintain high levels of customersatisfaction with Siemens
- Administrative/Other Tasks: Performs administrative and other tasksrequired of the position that support Siemens, service, and the customer
- Meet all Key Performance Indicators (KPI’s) of the business for theassigned responsibilities
- Monitor training for personnel resources and provide feedback to RSM(s)to ensure only trained personnel are servicing equipment
- Tasks and Support Activities of the CSM (Service Support)
Daily Operational Activities & Responsibilities:
- Immediate availability to oversee all operational activities (acts ason-site RSM)
- Regular physical visits to all main sites as contractually obligated andrequired by the customer
- Receives system status alerts and provides regular communications to keycustomer contacts on all service activity, with a specific focus on EC1 (downsystem) and EC2 (restricted operation) calls
- Actively uses information in the Customer Distress Index (CDI) dashboardto identify specific Functional Locations (FLs) which are causing customerdistress. Partners closely with theRegions RSM team, while keeping KAE/KAM (Sales partners) updated
- Analyzes and interprets Accounts Receivable (AR) status and providesguidance and recommendations to internal partners
- Communicates information between customer and Siemens stakeholders(Sales & Service)
- Maintains customer contact lists by department and campus to ensurecritical stakeholders are identified and receive proper communication fromSiemens
- Engages in technical escalation management by supporting the processwith the RSM, CSE, Customer Service Material Logistics (CSML) (parts) andtechnical support resources. Communication to the customer is an essential partof this activity. In addition, provides the sales team with regular updates
- Analyzes Preventive Maintenance (PM) and Update Instruction (UI)activity for all FLs at the assigned customer sites and communicates directlywith Customer Call Center (CCC) and CSE resources to deliver 100% compliance
- Acts as liaison between Siemens service team and customer in-houseservice (Biomed/Clinical Engineering) where applicable
- Conducts billing validation, oversees the Purchase Order (PO) process(to include creation and approval request for vendor services) and performs anyother service-based administrative activity
- Manages escalations between internal and external service providers
- Weekly Operational Activities and Responsibilities:
- Reviews PM and UI schedule and completion activity with the CCC and localresources
- Inventory control by identifying and verifying equipment (FL) locations
- Supports Project Management activities and Installation activities(through participation in regular conference calls)
- Conducts physical visits to all main sites
- Works with Lifecycle Analyst (LCA) to help qualify inventory and billing
- Audits invoices and works with AR credit and collection for bothcontract and Time and Material (T&M) billing. Collaborates with RSM(s) and KAM/KAE
- Track/manage any onsite inventory (repair parts classified as depotlevel storage)
- Supports local service team through interaction and engagement withsupport vendors (i.e., KKT, Messer, etc.)
Monthly/Quarterly Operational Activities andResponsibilities:
- Schedules face-to-face meetings with appropriate customerrepresentatives
- Collaborates with RSM(s) and KAM/KAE to collect data and provideinsightful Quarterly Business Review (QBR) documentation, helping customersunderstand their operations
- Schedules and conducts Quarterly Business Review (QBR)
- Identifies End of Service (EOS) systems and communicates with sales teamand customer to avoid customer dissatisfaction
- Tracks and reports Clinical Education and Technical Training balances
- Participates in local service/CSE quarterly meetings
RequiredKnowledge/Skills, Education, and Experience
- BS/BA in a medical field, engineering/technology or businessadministration with healthcare background preferred
- Minimum of 3 years professional experience with a background insupporting imaging technology maintenance operations excellence
- Acts as advisor to customer management and business partners on assetmanagement matters
- Excellent communication skills – verbal, written, presentation
- Must be results-driven, action oriented and passionate about making apositive customer impact while balancing business needs
At Siemens Healthineers, we valuethose who dedicate their energy and passion to a greater cause. Our people makeus unique as an employer in the med-tech industry. What unites and motivatesour global team is the inspiration of our common purpose: To innovate for healthcare, building on ourremarkable legacy of pioneering ideas that translate into even betterhealthcare products and services. We recognize that taking ownership of ourwork allows both us and the company to grow. We offer you a flexible anddynamic environment and the space to move beyond your comfort zone to grow bothpersonally and professionally.
If you wish to find out more about SiemensHealthineers before applying, please visit: https://usa.healthcare.siemens.com/about.
As an equal-opportunity employer, we arehappy to consider applications from individuals with disabilities.