Customer service manager

Job Description

Customer Service Head

Maintain highest customer satisfaction incl. profitability in particular within the framework of Siemens Healthcare, Customer Services

Planning and drafting the annual Healthcare target agreement and the quarterly business reviews"                                                                                                                                                                                    

Implementing the service budgets by including the installed base development, the contractual/non-contractual work and service sales programs in accordance the defined Healthcare target agreements                                                                                                                                                                                      

Ensure highest technical, operational and financial performance installation projects, equipment services and maintenance, upgrades and updates of medical equipment according technical specification.                                                                                                                                                                                 

Ensure the functional operation of an Customer Care Center (CCC) and implement the required Service Support Process SERVOR (Registration, clarification, dispatch, spare part logistic, service confirmation)                                                                                                                                                                               

"Introducing and maintaining the ERP for operational/financial controlling

Maintain local customer database (Install base)

Ensure proper data collection for any service incident

Generate standard reports for equipment and operational performance"                                                                                                                                                                                           

"Overview recourse development and execute required man power calculation related to I-base development and budget frame

Develop staff training in coordination with its respective supervisors/managers"                                                                                                                                                                             

"Ensure efficient execution of all CS Business Management Processes in order to drive CS Revenue and market growth

- Market analysis and competitive transparency

- Customer base analysis and business potential identification

- Service portfolio, offerings and pricing

- Contract management"                                                                                                                                                                                         

"Ensure extensive sales support to the local sales organization / modality manager

Ensure technical collaboration and knowledge transfer during sales offers and projects"                                                                                                                                                                                

Managing all external Service Partner Processes within the Customer Service as an economic unit with a process oriented organization, Following local and HQ defined business objective for archiving required operating profit                                                                                                                                                                                

Manage the application activities for all Healthcare Business Units; ensure external and internal customer excellence in all Application Services (Support & Training); enable Application business development; drive optimal synergies between CS organization, Application team and Sales                                                                                                                                                                              

"Holds the disciplinary responsibility for the staff it is assigned to him/she

Due to the size of organization may be delegated to specific local supervisors/managers

Informing the staff about the economic development of the business"   

Job ID: 187231

Organization: Siemens Healthineers

Company: Siemens Healthcare Limited Liability Company

Experience Level: Experienced Professional

Job Type: Full-time

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