Siemens Careers

Escalation Manager - Project Mgmt Spec 4 (Tech)

Newark, Delaware
Project Management

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English (US)

Job Description

Division: Siemens Healthineers
Business Unit: Services
Requisition Number: 229604
Primary Location: United States-Delaware-Newark
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: 10%

Division Description:

Division Description

Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.

With 45,000 employees Siemens Healthineers is one of the world’s largest suppliers of technology to the healthcare industry and a leader in medical imaging, laboratory diagnostics and healthcare IT. All supported by a comprehensive portfolio of clinical consulting, training, and services available across the globe and tailored to customers’ needs. So that more people can have a life that is longer, richer, and more filled with happiness.

For more information, please visit:
http://www.usa.siemens.com/healthcare



Job Description:

Position would be filled at a tech support engineer 3 or 4 depending on the experience level of the successful candidate.
Location based out of: Can potentially be based out of Flanders, NJ, Tarrytown, NY or Glasgow, DE sites.
CS LD HSC Escalation Project Manager will manage identified critical escalated sites across the LD HSC portfolio. This
position will report directly to the Director of HSC IA, Hematology and Atellica Solutions.
· Their efforts will focus on a set of LD HSC customers and products across LD HSC with the goal of driving the
Escalation Management Process, identifying and managing LD HSC Escalated sites for systems working in collaboration with Auto/IT Escalation manager instead of   (excluding Auto/IT sites).
· The Escalation Project Manager will collaborate with HSC, RSC and RSM to drive escalation management plans that
focus on reducing service costs and increasing customer satisfaction at identified accounts.
· The Escalation Project Manager will concentrate on optimizing and coordinating cross-functional efforts within
Siemens LD HQ, Regional Units and Country Service teams
Responsibilities
The proactive Escalation Project Manager will be responsible for data mining of Customer Distress Index reports and
developing / utilizing related tools, investigating trends of for escalated site monitoring, consulting with subject matter
experts to develop stabilization plans for complex sites, coordinating activities with key site contacts and reporting
outcomes to senior management.
· Lead data mining of Customer Distress Index tools and associated service reporting tools
· Lead in coordination of service planning for identified Escalated account support strategy
· Lead in analyzing and coordinating existing related issues across products at the identified escalated site and
responses from country team, RSC, HSC, R&D and OEM
· Ensure efficient use of resources at each level and reduce or prevent increase



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