Regional Service Manager - New Hampshire

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