Technical Business Lead - Customer Concierge Support - Remote

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 Value Creation (CVC) organization is a fast-paced, dynamic environment with an enhanced customer focus, offering the right candidate the opportunity to build on current strengths, acquire new skills, and be a member of a highly impactful team. As a global healthcare provider, Siemens offers a wealth of growth opportunities for motivated individuals.

As a Technical Business Lead (TBL) – Concierge Customer Support in the CVC, you will be a strategic technical partner and advocate for VIP and high-value customer accounts. This role provides concierge-level technical support by proactively monitoring performance, managing escalations, delivering action plans, and ensuring customer confidence through trusted partnerships.

Additionally, you will work with cross-functional teams to ensure achievement of targets tied to CVC strategic imperatives: improving the customer experience, increasing employee engagement, and delivering measurable shareholder value. This role is well-suited for an ambitious professional seeking to expand technical leadership, innovation, and influence across the diagnostics service organization.

Responsibilities

• Facilitate meetings with the customer and local support teams

• Review of site activity and report site specific metrics

• Tracking and management of escalated incidents

• Coordination with local service and application teams

• Internal site-specific reporting and status updates

• Cross-functional communication and coordination

• Participation in customer quality processes

• Collaborate to develop action plans to resolve complex issues

• Escalation of complex issues to proper Siemens teams

• Provide technical feedback to customers and internal partners

• Identification of best demonstrated practices/knowledge sharing

• Model Service Based Leadership behaviors, fostering teamwork, transparency, and continuous improvement

• Other responsibilities as determined by the business

Required Knowledge/Skills, Education, and Experience

• Bachelor’s degree in Engineering, Life Sciences, Medical Technology, or related field, or equivalent relevant experience

• 5+ years of technical experience in the medical device, diagnostics, or healthcare IT industry

• Demonstrated success in incident management, escalations, and customer management support

• Strong data analysis skills using Excel (pivots, graphs, Xlookup), Power BI, SAP, Fleet Analytics, or CIM dashboards

• Excellent communication and presentation skills, with the ability to influence across levels and lead without authority

• Proven project management or coordination experience in a complex, cross-functional environment

• Ability to be flexible, decisive, and adaptable in high-pressure situations

• Willingness to travel up to 15–20%, depending on account needs

Preferred Knowledge/Skills, Education, and Experience

• Experience on Atellica Solutions platforms and a strong understanding of laboratory workflows

• Familiarity with regulatory compliance, quality systems, and continuous improvement methodologies

• Prior experience in concierge or VIP customer support models, with demonstrated impact on cost savings and service quality

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.

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