Siemens Careers

Service Coordinator Team Lead

Cary, North Carolina
Project Management

English (US)

Job Description

Division: Siemens Healthineers
Business Unit: Business Administration
Requisition Number: 239595
Primary Location: United States-North Carolina-Cary
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Bachelor's Degree
Travel Required: 10%

Division Description:


Job Description:

The Service Coordinator Team Lead position is in a strategic and dynamic environment within the Siemens Healthineers Service Organization. Responsible for providing analytical support, customer, and team support.  This includes daily support and monitoring of Robotic Process Automation (RPA), analytical troubleshooting of RPA, Service Coordinator escalations, and project management.  The Team Lead will be reporting on department KPI and metrics, supporting the QMS, driving continuous improvement, and process efficiencies. Position requires excellent oral and written communication skills to work with service engineers and field management, as well as conduct positive external customer interactions. The Service Coordinator Team Lead is responsible for auditing and processing Field Service Reports, maintaining required documentation, and ensuring accuracy of billing. The Team Lead must be detail-oriented with the proven ability to follow process, obtain required materials/documentation and meet business requirements/deadlines. This is a fantastic opportunity for a professional looking for a challenging role to integrate processes between In vitro and In vivo organizations.





    o Provide reporting and analytical support for daily RPA & Service Coordinator tasks

o Handle external and internal customer challenges as the first line of escalation for Service Coordinators

o Drive project activity and continuous improvement of RPA and non-automated processes

o Interfaces with Management and IT with customer & process escalations that are complex and needing intervention

o Knowledge and understanding of the Quality Management System along with policy and business objectives.  Participates in external and internal audits, identifying areas the need improvement and implementing plans to correct and prevent deficiencies

o Assists with new hire training

o Monitor and/or maintain records of: Special Customer & Special Billing outstanding orders, auto call close reports, Debit Memos held over for additional information, purchase orders, etc., Call Aging Reports, Debit Memo Reports for specialized in vivo & in vitro processing, Workpool  RPA exceptions

o Provides analytical support to identify gaps or inefficiencies in RPA solution.

o Effectively process T&M billings, obtain purchase orders, obtain Credit Card info for processing 

o Review and release Debit Memos to invoice

o Generate Debit Memos after audits and corrections

o Manually process SAP Auto Call Close Reports that have errors identified: (1) Audit these reports for customer/partner identification, purchase orders, time/hours charges, parts (correct), prorating of parts charges, coverage of Service Contract or Warranty Contract, etc. (2) Correct errors identified by Service Coordinator Audit

o Receive/review SAP Auto Call Close Reports. If "error free," audit the Debit Memo and, if correct, release to invoicing

o As required, help to resolve customer disputes regarding billing by working with the Disputes Resolution Coordinators, RSMs, CSEs, and other Siemens stakeholders




Required Knowledge/Skills, Education, and Experience



o Min 8 years’ experience assisting customers with billing inquiries, dispute resolution, payment posting issues

o Proven ability to deal with customer concerns via telephone in a friendly and positive manner, to include listening to the nature of concern, demonstrated problem solving and analytical skills for continuous process improvement

o Proven ability to follow process, obtain required materials/documentation, meet government and business/quality requirements/deadlines (i.e., ISO, FDA)

o Demonstrated ability to act as liaison with customer, management, and other teams/organizations, proactively managing customer relations

o Proven ability to conduct analysis (i.e., data research/validation) and provide recommended solutions

o Perform all tasks to ensure that the customer invoiced correctly

o Demonstrated analytical skills

o Ability to make quick, sound decisions while handling multiple tasks

o Ability to function calmly in a fast-paced environment.


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.

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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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