Sr. Customer Relationship Manager - Hospital for the University of PA

Do you wantto join us in helping to fight the world’s most threatening diseases andenabling access to care for more people around the world? At SiemensHealthineers, we pioneer breakthroughs in healthcare.  For everyone. Everywhere.

At SiemensHealthineers, We offer you a flexible and dynamic environment withopportunities to go beyond your comfort zone in order to grow personally andprofessionally. Sound interesting? Then come and join our global team SeniorCustomer Service/Relationship Manager.

Our globalteam: We are a team of more than 68,000 highly dedicatedemployees across more than 70 countries passionately pushing the boundaries ofwhat’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 experiencesfor 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-guidedtherapy and innovative cancer care, is crucial for clinical decision-making andtreatment pathways.

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

•            Service Area – Philadelphia - Hospital for the University of Pennsylvania ("HUP")

Overview of the CSM role – This is anon-site position requiring a daily physical presence at HUP

• Establishes and maintains closeworking 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
• Understands the organizationalstructure of HUPs business, along with that of the Siemens service and salessupport teams
• Is the “Voice of the Customer”
• Acts as the main point of contactfor all customer communication and interaction with internal sales, support,and service organizations
• Supports all aspects of servicedelivery and daily operations

GeneralResponsibilities:

• BusinessManagement: Works with Local SOMs to plan and manage the service business ascontracted through Siemens for HUP
• CustomerSatisfaction: Works with local SOMs to help ensure customers receive optimumlevels of service and maintain high levels of customer satisfaction withSiemens
• Administrative/OtherTasks: Performs administrative and other tasks required of the position thatsupport Siemens, service, and HUP
• Meet all KeyPerformance Indicators (KPI’s) of the business for the assignedresponsibilities
• Monitortraining for personnel resources and provide feedback to SOMs to ensure onlytrained personnel are servicing equipment
• Tasks andSupport Activities of the CSM (Service Support)

DailyOperational Activities and Responsibilities:

• Immediateavailability to oversee all operational activities (acts as on-site SOM)
• Physicalvisits to all main sites as contractually obligated and required by HUP
• Receivessystem status alerts and provides regular communications to key HUP contacts onall service activity, with a specific focus on EC1 (down system) and EC2(restricted operation) calls
• Actively usesall information in the Customer Distress Index (CDI) dashboard to identifyspecific Functional Locations (FLs) which are causing customer distress.  Partners closely with the New York Metro SOMteam, while keeping KAE/KAM (Sales partners) updated
• Analyzes andinterprets Accounts Receivable (AR) status and provides guidance andrecommendations to internal partners
• Communicatesinformation between customer and Siemens stakeholders (Sales & Service)
• Engages intechnical escalation management by supporting the process with the SOM, CSE,Customer Service Material Logistics (CSML) (parts) and technical supportresources. Communication to HUP is an essential part of this activity. Inaddition, provides the sales team with regular updates
• AnalyzesPreventive Maintenance (PM) and Update Instruction (UI) activity for all FLs atthe assigned HUP sites and communicates directly with Customer Call Center(CCC) and CSE resources to deliver 100% compliance
• Acts asliaison between Siemens service team and HUP in-house service (Biomed/ClinicalEngineering)
• Conductsbilling validation, oversees the Purchase Order (PO) process (to includecreation and approval request for vendor services) and performs any otherservice-based administrative activity
• Managesescalations between internal and external service providers

Weekly OperationalActivities and Responsibilities:

• Reviews PMand UI schedule and completion activity with the CCC and local resources
• Inventorycontrol by identifying and verifying equipment (FL) locations
• SupportsProject Management activities and Installation activities (throughparticipation in weekly conference calls)
• Conductsphysical visits to all main sites
• Works withContract Administrator (CA) to help qualify inventory and billing
• Auditsinvoices and works with AR credit and collection for both contract and Time andMaterial (T&M) billing.  Collaborateswith SOM and KAM/KAE
• Track/manageany onsite inventory (repair parts classified as depot level storage)
• Supportslocal service team through interaction and engagement with support vendors(i.e., Linde, Air Products, Siemens Building Technologies, etc.)

Monthly/QuarterlyOperational Activities and Responsibilities:

• Schedulesface-to-face meetings with appropriate customer representatives
• Collaborateswith SOM and KAM/KAE to conduct Quarterly Business Review (QBR)
• IdentifiesEnd of Service (EOS) systems and communicates with sales team and customer toavoid customer dissatisfaction
• Tracks andreports Clinical Education and Technical Training balances
• Participatesin local service/CSE quarterly meetings

Education and/orExperience 

• BS/BA in amedical field, engineering/technology or business administration withhealthcare background preferred
• Minimum of 3years professional experience with a background in supporting multivendorimaging & biomedical technology maintenance operations excellence
• Acts asadvisor to customer management and business partners on asset managementmatters
• Excellentcommunication skills – verbal, written, presentation
• Must beresults-driven, action oriented and passionate about making a positive customerimpact while balancing business needs

The pay range for this position is $106,000 - $130,000 annually; however, base pay offered may vary depending onjob-related knowledge, skills, and experience. The annual incentive target is (10%)of base pay.  Siemens Healthineersoffers a variety of health and wellness benefits including paid time off andholiday pay.   Details regarding our benefits can be found here:https://benefitsatshs.com/index.html. This information is provided per therequired state Equal Pay Act. Base pay information is based on market location.Applicants should apply via Siemens Healthineers external or internal careerssite.

At SiemensHealthineers, we value those who dedicate their energy and passion to a greatercause. Our people make us unique as an employer in the med-tech industry. Whatunites and motivates our global team is the inspiration of our commonpurpose:  To innovate for healthcare,building on our remarkable legacy of pioneering ideas that translate into evenbetter healthcare products and services. We recognize that taking ownership ofour work 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 wantto join us in transforming the way healthcare is delivered, visit our careersite at https://jobs.siemens-healthineers.com/careers

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

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Successful candidatemust be able to work with controlled technology in accordance with US exportcontrol law.” “It is Siemens Healthineers’ policy to comply fully andcompletely with all United States export control laws and regulations,including those implemented by the Department of Commerce through the ExportAdministration Regulations (EAR), by the Department of State through theInternational Traffic in Arms Regulations (ITAR), and by the TreasuryDepartment through the Office of Foreign Assets Control (OFAC) sanctionsregulations.

As anequal-opportunity employer we are happy to consider applications fromindividuals with disabilities.