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.
Our global team: We are a team of 66,000 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.
We offer you a flexible and dynamic
environment with opportunities to go beyond your comfort zone to grow
personally and professionally.
Sound interesting? Then come and join our
global team as a Customer Success Manager.
·Service Area – Baltimore, MD & Washington
D.C. Area (will need to reside within this region)
This is a role well suited
to 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 main
customer site as well as regular visits to satellite campuses (hospitals and
imaging centers)
- Establishes and maintains close working relationships with the customer,
local Regional Service Manager (RSM), Key Account Manager (KAM)/Key Account
Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), and other
support resources
- Understands the organizational structure of customer’s business, along
with 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 and
interaction 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) to
plan and manage the service business as contracted through Siemens
- Customer Satisfaction: Works with local RSM(s) to help ensure customers
receive optimum levels of service and maintain high levels of customer
satisfaction with Siemens
- Administrative/Other Tasks: Performs administrative and other tasks
required of the position that support Siemens, service, and the customer
- Meet all Key Performance Indicators (KPI’s) of the business for the
assigned 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 as
on-site RSM)
- Regular physical visits to all main sites as contractually obligated and
required by the customer
- Receives system status alerts and provides regular communications to key
customer contacts on all service activity, with a specific focus on EC1 (down
system) and EC2 (restricted operation) calls
- Actively uses information in the Customer Distress Index (CDI) dashboard
to identify specific Functional Locations (FLs) which are causing customer
distress.Partners closely with the
Regions RSM 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)
- Maintains customer contact lists by department and campus to ensure
critical stakeholders are identified and receive proper communication from
Siemens
- Engages in technical escalation management by supporting the process
with the RSM, CSE, Customer Service Material Logistics (CSML) (parts) and
technical support resources. Communication to the customer is an essential part
of 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 directly
with Customer Call Center (CCC) and CSE resources to deliver 100% compliance
- Acts as liaison between Siemens service team and customer in-house
service (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 any
other 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 local
resources
- 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 both
contract and Time and Material (T&M) billing.Collaborates with RSM(s) 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., KKT, Messer, etc.)
Monthly/Quarterly Operational Activities and
Responsibilities:
- Schedules face-to-face meetings with appropriate customer
representatives
- Collaborates with RSM(s) and KAM/KAE to collect data and provide
insightful Quarterly Business Review (QBR) documentation, helping customers
understand their operations
- Schedules and conducts 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
Required
Knowledge/Skills, Education, and Experience
- BS/BA in a medical field, engineering/technology or business
administration with healthcare background preferred
- Minimum of 3 years professional experience with a background in
supporting imaging technology maintenance operations excellence
- Acts as advisor to customer management and business partners on asset
management matters
- Excellent communication skills – verbal, written, presentation
- Must be results-driven, action oriented and passionate about making a
positive customer impact while balancing business needs
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 wish to find out more about Siemens
Healthineers before applying, please visit:https://usa.healthcare.siemens.com/about.
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.
Reasonable Accommodations
If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form by clicking on this link Accomodation for disablity form If you’re unable to complete the form, you can reach out to our AskHR team for support at 1-866-743-6367. Please note our AskHR representatives do not have visibility of application or interview status.
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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