Customer Service Manager - Cleveland, OH

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.

The 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 customer’s most difficult problems.

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 customer’s most difficult problems. 

The DX Customer Service Manager will manage a team of field service engineers supporting a customer,  location, and/or defined territory.  The Customer Service Manager will also be responsible for daily interaction with customers to provide regular updates and to manage escalations as required.  Additionally, the 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.

The ideal candidate will have experience in a fast-paced and demanding work environment.

 

Key deliverables will include:

 

Responsibility for successful onsite 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 engineer’s 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.

 

Qualifications:

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

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

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

·       Proved 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 ability to work different shifts, on-call, nights and weekends (if applicable). 

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 t