Diagnostics Customer Service Manager (CSM) – Milwaukee, WI – 440574-7766

This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/12267351 Do you want to join
us in helping to fight the worlds most threatening diseases and
enabling access to care for more people around the world? At Siemens
Healthineers, we pioneer breakthroughs in healthcare. For everyone.
Everywhere.

At Siemens

Healthineers, we offer you a flexible and dynamic environment with
opportunities to go beyond your comfort zone in order to grow personally
and professionally. Sound interesting? Then come and join our global
team as DX Customer Service Manager.

Our global team: We are a team of more than 68,000 highly dedicated
employees across more than 70 countries passionately pushing the
boundaries of whats possible in healthcare to help improve peoples
lives around the world. As a leader in the industry, we aspire to create
better outcomes and experiences for patients no matter where they live
or what health issues they are facing. Our portfolio, spanning from
in-vitro and in-vivo diagnostics to image-guided therapy and innovative
cancer care, is crucial for clinical decision-making and treatment
pathways.

Our culture: We are part of an incredible community of scientists,
clinicians, developers, researchers, professionals, and skilled
specialists pushing the boundaries of whats possible, to improve
peoples lives around the world. We embrace a culture of inclusivity in
which the power and potential of every individual can be unleashed. We
spark ideas that lead to positive impact and continued success. Check
our Careers Site at
https://www.siemens-healthineers.com/en-us/careers

Service Area – Milwaukee, Wisconsin

Position Overview

:

The DX Customer Service Manager provides highly visible customer support
through the management of onsite installation, service, maintenance, and
modification of equipment at customer sites. This highly visible role is
a critical component to our holistic approach in solving our customers
most difficult problems.

The DX Customer Service Manager will manage a team of Customer Service
Engineers that support a customer, location, and/or defined territory.
The DX Customer Service Manager will also be responsible for daily
interaction with customers to provide regular updates and to manage
escalations as required. Additionally, the DX Customer Service Manager
will be responsible for managing working relationships with second- and
third-level technical support, customer line operators, and other
internal sales and service counterparts.

Key Responsibilities

:

– Responsibility for successful on-site service operations, driving
continuous improvements and overall responsibility for site service
performance.
– Acting as the customer liaison on most matters including
troubleshooting, escalations, reporting, and general communications.
Interprets customer demands/feedback and owns the solution.
– Demonstrating strong customer focus by listening to, recognizing and
responding to customer input in an effective, timely and courteous
manner.
– Direct management of a team of field service engineers who support
the systems. This includes performance management, staffing, and
other administrative duties such as timekeeping.
– Developing schedules and assigning work to engineers based upon
customer need.
– Taking the lead in identifying an engineers level of capability,
providing on-the-job training, and recommending additional training.
– Ensuring that all work is performed with a high level of quality and
safety.
– Collaborating across the organization to ensure that customer
demands are satisfied.
– Taking initiative as problems and opportunities arise by
anticipating and meeting customer needs and company expectations.
– En ure compliance with FDA Good Manufacturing Practices.
– Must demonstrate excellent judgment in customer relations and in
managing company resources.

Qualifications

:

The successful candidate will have:

Minimum of 2-5 years previous field service and/or management
experience preferred.

AS/AA in related discipline or equivalent combination of education and
experience.

Superior communication skills (written and verbal) and ability to
effectively communicate with stakeholders at many levels within the
organization.

Proven track record of strong customer service skills as well as
excellent communication skills.

Ability to interface with customers, peers, internal support center
employees in a positive and professional manner.

Ability to work both individually and in an established team setting.

Willingness and ability to perform front-line service activities (if
applicable).

Willingness and ability to travel domestically and internationally at
times for training.

Willingness and a