Business Unit: Enterprise Services
Requisition Number: 247676
Primary Location: United States-California-Los Angeles
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Associate's Degree / College Diploma
Travel Required: 10%
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.
Mission of Function
The Client Service Manager (CSM) is a field-based position reporting to the Zone VP of Enterprise Services (ES). The CSM is tasked with driving customer loyalty at Integrated Service Management (ISM) accounts. Key tasks include:
Oversight of day-to-day operations on Siemens-Healthineers as well as multi-vendor technology under contract.
Weekly onsite representation with ISM accounts
Align with Zone/Region Service leadership and communicate on a weekly basis to ensure customer satisfaction
Periodic (quarterly) reporting of key performance indicators to the customer oversight team.
Presenting as a single point of contact for the customer for all matters related to the service portfolio covered by the contact.
Identifying opportunities to provide greater value to the customer based on an intimate knowledge of their challenges and the ES portfolio.
Working with the local/regional sales leadership and other Siemens business lines to support with capital equipment purchases.
Dimensions of the function
Each CSM is assigned to one or more regional accounts in the US with the responsibility of managing the Integrated Service portfolio in accordance to the contract and stated KPI’s. The CSM should be fully versed in the portfolio of offerings of Enterprise Services and should identify and present those services which could provide additional value to the customer. The CSM should also explore footprint expansion based on growth initiatives of the customer (e.g. new facility construction/acquisition).
Coordinate with all Siemens & customer stakeholders in supporting account activities and processes, e.g. service escalations with Siemens personnel or ISM Vendors.
Collaborate closely with equipment service & sales teams to support customer loyalty & grow Siemens
Coordinate activities with 3rd party partners relative to the contract
Manage the relationship as the key point of contact for the customer, Siemens and partner stakeholders
Partner to drive account evolution & renewal processes
Analyze and resolve client queries in accurate & timely manner
Ensure positive working relationship with clients for business growth
Understand customer’s business & identify asset management optimization solutions to grow their success, e.g. workflow, utilization, market demographic data, capital planning, etc.
Develop with support effective business reporting according to the client needs, e.g., inventory, key Service Operations performance indicates and contract obligations
Support coverage & inventory change requests from customers
Develop with support an account management plan to meet customer & business objectives
Provide excellent customer service to ensure customer satisfaction & loyalty
Organize Siemens CSE staff training for performance & skill development as required
Ensure client deliverables are in accordance with company standards
Execute & manage assigned work within allotted timeline & budget
Review & manage supplier payments, Customer invoicing, etc.
Execute vendor standard service strategies to support profitable growth & customer satisfaction
Partner with local service & sales team to support Siemens growth; i.e., multivendor socket conversion, insourcing
With support manage account meetings, provide agendas and meeting notes with clear who-what-when action plans
Ensure quality standards are met within the Quality Management System
Ensure meet regulatory compliance requirements, e.g. insourcing & vendor qualification
With support manage P&L management accountability to meet or exceeded targets