Regional Service Manager

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit.

Job Description

This is a role well suited to an ambitious professional, looking for the next step in their career. As a Regional Service Manager, you will be 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 Northeast and Southeast Service.

General Responsibilities

• 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

Specific Daily Responsibilities

• Establishes and maintains close working relationships with the customer, local Service Operations Manager (SOM), Key Account Manager (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), and other support resources
• Is the “Voice of the Customer”
• Acts as the main point of contact for all customer communication and interaction with internal sales, support, and service organizations
• Supports all aspects of service delivery and daily operations
• Administrative/Other Tasks: Performs administrative and other tasks required of the position that support Siemens, service, and NYU

Daily Operational Activities and Responsibilities:

• Immediate availability to oversee all operational activities
• Physical visits to all main sites as contractually obligated and required
• Receives system status alerts and provides regular communications to key contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls
• Actively uses all information in the Customer Distress Index (CDI) dashboard to identify specific Functional Locations (FLs) which are causing customer distress.  Partners closely with the SOM team, while keeping KAE/KAM (Sales partners) updated
• Analyzes and interprets Accounts Receivable (AR) status and provides guidance and recommendations to internal partners
• Communicates information between customer and Siemens stakeholders (Sales & Service)
• Engages in technical escalation management by supporting the process with the SOM, CSE, Customer Service Material Logistics (CSML) (parts) and technical support resources. In addition, provides the sales team with regular updates
• Analyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at the assigned sites and communicates directly with Customer Call Center (CCC) and CSE resources to deliver 100% compliance
• Acts as liaison between Siemens service team and NYU in-house service (Biomed/Clinical Engineering)
• Conducts billing validation, oversees the Purchase Order (PO) process (to include creation and approval request for vendor services) and performs any other service-based administrative activity
• Manages escalations between internal and external service providers

Weekly Operational Activities and Responsibilities:

• Reviews PM and UI schedule and completion activity with the CCC and local resources
• Inventory control by identifying and verifying equipment (NY) locations
• Supports Project Management activities and Installation activities (through participation in weekly conference calls)
• Conducts physical visits to all main sites
• Works with Contract Administrator (CA) to help qualify inventory and billing
• Audits invoices and works with AR credit and collection for both contract and Time and Material (T&M) billing.  Collaborates with SOM and KAM/KAE
• Track/manage any onsite inventory (repair parts classified as depot level storage)
• Supports local service team through interaction and engagement with support vendors (i.e., Linde, Air Products, Siemens Building Technologies, etc.)

Monthly/Quarterly Operational Activities and Responsibilities:

• Schedules face-to-face meetings with appropriate customer representatives
• Collaborates with KAM/KAE to conduct Quarterly Business Review (QBR)
• Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfaction
• Tracks and reports Clinical Education and Technical Training balances
• Participates in local service/CSE quarterly meetings
• articulate and explain value of Service Agreement offerings

Required skills to have for the success of this role

• 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
• Experience in managing large remote employee-based territory preferred
• Knowledge of the Diagnostic Imaging Instruments or equivalent Diagnostic Imaging industry experience preferred
• Ability to articulate and explain value of Service Agreement offerings

Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Siemens Healthineers businesses, please visit our company page here.

The base pay range for this position is:

$123,460 - $169,752

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Equal Employment Opportunity Statement: Siemens Healthineers 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 unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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