Business Unit: Customer Services
Requisition Number: 244887
Primary Location: United States-Pennsylvania-Scranton
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Associate's Degree / College Diploma
Travel Required: 25%
At Siemens Healthineers, we are passionate about enabling healthcare professionals to deliver high quality patient care, and to do so affordably. A leading global healthcare company, Siemens Healthineers continues to strengthen our portfolio of medical imaging and laboratory diagnostics, while adding new offerings such as managed services, consulting, and healthcare IT services – as well as further technologies in the growing market for therapeutic and molecular diagnostics.
Siemens Healthineers develops innovations that support better patient outcomes with greater efficiencies, giving providers the confidence they need to meet the clinical, operational and financial challenges of a changing healthcare landscape.
The Regional Service Manager is responsible for managing the healthcare Field Service business by directing, coordinating and leading the organization and its activities to meet customer service expectations and financial metrics. The Regional Service Manager reports to the Zone Vice President of Siemens Healthineers.
Work to maximize customer loyalty and satisfaction
Communicate the value proposition of Siemens service to customers
Obtaining service financial goals through revenue attainment and effective cost containment.
Ensure compliance with FDA Good Manufacturing Practices
Meet annual RSM goals and metrics as established
- Hire, develop, train and coach Customer Service Engineers (CSE’s)
Prioritize customer and business objectives to provide clear direction to CSE’s
Ensure customer satisfaction through timely follow up on all issues
Key Customer and area Management
Develop long term value based relationships with key accounts
Provide additional escalation support to resolve key account issues
Develop proactive account plans to prevent or predict issues
Provide continues communication across organization for key accounts
Required Knowledge/Skills, Education, and Experience
BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.
8+ years of successful experience in a directly related field and successful demonstration of Key Responsibilities and Knowledge as presented above.
- Excellent organizational skills
- Superior communication skills (written and oral) and ability to effectively communicate with stakeholders at many levels within the organization
Effectively present information to co-workers and employee groups, including upper management, customers at various levels and public representatives
Ability to read, analyze and translate into action financial profit and loss statements.
Professional level knowledge on using analytical databases and complex excel workbooks and associated pivot tables.
Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents
- Ability to thrive as a member of a collaborative, cross-functional team
Competent knowledge of MS Office applications
Must have a valid driver’s license and a clean driving record over the last three years.
Preferred Knowledge/Skills, Education, and Experience
Past experience in managing large remote employee based territory
Knowledge of the Diagnostic Imaging Instruments or equivalent Diagnostic Imaging industry experience
Ability to articulate and explain value of Service Agreement offerings
Working knowledge of SAP or experience with equivalent enterprise service software solution