Customer Experience Coordinator

Job Description

Organization: Siemens Healthineers
Business Unit: Customer Services
Requisition Number: 246906
Primary Location: United States-North Carolina-Cary
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: 10%

Job Description:

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.

 

 

Customer Experience Coordinator

 

Specific Requirements:

Acting as a crucial support layer, the Customer Experience Coordinator will engage select VIP Siemens Healthineers customers while internally serving Client Service Managers and/or Regional Service Managers in the delivery of super customer service value. This individual will coordinate the resources and activities within the service organization to ensure the customer experiences the full benefit of products and services available to them while reducing potential conflicts of the collaboration activities.   They are responsible for driving customer satisfaction by demonstrating proactive attitude and actions to expedite service requests, creating an ownership culture by following through on the customer’s issues until completely resolved.

 

Expected role activities:

For our customers:

  • Act as the key point of administrative tactical support by responding to and facilitating resolution to customer needs to the appropriate department or resource within Siemens Healthineers.

  • Own the resolution and closure with the customer of any and all service-related events, providing customer with frequent updates on escalations.

  • Support customers by professionally responding to inbound and outbound requests, conducting investigation, and providing information to resolve customer concerns while giving efficient and courteous service.

  • Work closely with cross-functional teams to ensure a positive customer experience.

  • Appropriately discuss and promote Siemens services and products based on customer needs.

  • Conduct event-based proactive campaigns (such as: onboarding task completion, education consumption, satisfaction health checks, and LifeNet adoption) with key customer stakeholders improving the adoption and engagement with Siemens products and services.

 

For Siemens:

  • Support on-site customer facing personnel i.e. Client Service Manager/Regional Service Manager/Customer Service Engineer in exceeding customer expectations as needs evolve throughout contract lifecycle.

  • Participate in investigating and resolving semi-complex problems and supporting order tracking, dispatching, and scheduling.

  • Compile monthly reporting of utilization, service history, and updates/maintenance to demonstrate value of service for presentation to the customer by Client Service Manager or Regional Service Manager.

  • Discover customer satisfaction issues and escalate through appropriate channels.

  • Facilitate cross-functional awareness of customer needs between internal stakeholders to minimize unintended conflicts or negative impacts on customer operations or research.

  • Recommend improvements and enhancements to the customer experience to the broader organization; support the implementation and testing of these enhancements, in collaboration with Service Business Management.

     

Required Knowledge/Skills, Education, and Experience:

  • 5-7 years of experience in customer relationship related role.

  • Must be knowledgeable of internal Siemens Healthineers service processes and operations.

  • Highly motivated team player that is resourceful, analytical, and adept at making decisions and multi-tasking during fast-paced and stressful situations.

  • Must have excellent interpersonal skills, interact favorably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.

  • Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue.

  • Proven ability to add value for customers by getting things done through others without having direct line management.

  • Positive attitude and passion for customer service.

  • Experience using analytical tools such as Excel, and Powerpoint to develop customer-facing reports.

 

Preferred Knowledge/Skills, Education, and Experience:

  • Experience in a high volume customer service environment, as well as in a technical support center operations experience preferred.

  • Proficient hands-on knowledge of SAP preferred.

  • BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.  

     

Key Working Relationships:

Primarily intra-organizational contacts and external contacts. Provide general guidance or train support and/or professional staff.

 

Hours of operations:

Multiples schedules available

 

Monday - Friday 9am- 6pm

Monday - Friday 7:30am - 4:30 pm

Monday - Friday 11am - 8pm

 

 

 

 

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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