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Remote Services Center Sr. Manager – AXA IQ

Cary, North Carolina
Customer Services

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English (US)

Job Description

Division: Siemens Healthineers
Business Unit: Services
Requisition Number: 239226
Primary Location: United States-North Carolina-Cary
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Bachelor's Degree
Travel Required: 15%

Division Description:

Now’s our time to inspire the future of healthcare together.

Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 48,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services. This is what truly matters to us.




Job Description:


Remote Services Center Sr. Manager – AXA IQ

Responsible for the day to day operations of an identified product line within a specific modality(s) to deliver incident management support to internal and external customers of the Regional CS Organizations of the Americas including both pro-active and reactive support activities.  Responsibilities include shift schedule, on-call management, and resource planning, as well as the ongoing personal and professional development of their teams to ensure the successful achievement of all identified Customer (CDI, NPS, NSI), Business (Productivity / SVA / Revenue) and Employee (development / retention) targets for the product line identified as part of the overall CS strategy "from On-site to On-line". 


Functional Scope:

  • Provide direction / support for the respective areas of responsibility (Identified product line(s)) by providing the highest levels of proactive / remote support (technical and applications) to both internal and external Customers.

  • Business Units and Product Lines : AXA Product lines

  • Department budget: $1.5M 
  • Geographical Scope : Americas
  • Area supported : AXA specific CS organization within the Americas and globally via Follow the Sun Process

  • Team locations : USA, Canada, Mexico, SAS and Brazil

  • Employees :  ~  7

Tasks:
  • Establish and operate a specific product line(s) as part of the Incident Management Process

  • Support the organizational setup of the specific modalityDefine necessary resources (employees, location and IT)

 

Process development and optimization:

 

  • Monitor, review and support Incident Management Process and other RSC processes

  • Monitor and support targets and KPI's according to the modality guidelines

  • Drive continued innovation and enhancement of service processes and tools (help lightning, digital modelling, decision support etc.)    

  • Support and drive the adoption of regional organization strategies (e.g. CDI, NPS etc.) 

  • Support team initiatives to maximize service operational efficiency and customer excellence

  • Ensure appropriate resources to effectively enable the Incident Management Process

Personnel:
  • Promote and support a Service Based Leadership Culture

  • Develop highly motivated and committed product line(s) team

  • Support personnel and professional development and lean management opportunities                                                                                               

 

Cooperation:

 

  • Ensure efficient and seamless cooperation with other product line(s)

  • Seamless cooperation with all business partners

  • Ensure timely escalation of all product issues to appropriate parties

Commercials:
  • Plan and monitor product line(s) budget

  • Control product line(s) cost development in RSC and take appropriate actions if necessary    

Business Essentials:   
  • Professional experience required in product- and service business. Product business experience necessary for understanding of customer issues and Service business experience in service delivery processes and application thereof in call center type environments

  • Solid understanding of service processes (eg. SERVOR, ITIL) and their relations to other key sales and logistics processes and ability to drive the service business based on the supporting processes

  • Project experience necessary since many activities are based on project-driven activities.

  • Leadership experience is essential. This experience includes leadership of direct reports and guiding / motivating non direct reports within a matrix organization for employees located in various locations

  • Since this job includes all countries in an RSC's region with a wide range of different cultures and involves other world-regions, experience of working with different cultures and working in multi-cultural teams is important

  • 3-5 years of leadership/people management experience
  • 3-5 years of AXA modality experience preferred
  • Knowledge of both Country and Global process
  • International travel required
  • Visa sponsorship will be considered
  • Relocation assistance will be considered


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, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

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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