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Regional Service Manager at Siemens Healthineers

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Siemens Healthineers: Regional Service Manager - Manhattan, NY

Headquarters: CYA GR
URL: http://siemens-healthineers.com

About the Role

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.

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. You will report 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.
  • Obtain 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

  • Establish and maintain close working relationships with the customer, local Service Operations Manager (SOM), Key Account Manager (KAM)/Key Account Executive (KAE), Customer Service Engineers (CSEs), and other support resources.
  • Act as the “Voice of the Customer.”
  • Serve as the main point of contact for all customer communication and interaction with internal sales, support, and service organizations.
  • Support all aspects of service delivery and daily operations.
  • Perform administrative tasks required to support Siemens, service, and NYU.

Operational Activities

Daily

  • Immediate availability to oversee all operational activities.
  • Physical visits to all main sites as contractually obligated and required.
  • Receive system status alerts and provide regular communications to key contacts on all service activity, with a focus on EC1 (down system) and EC2 (restricted operation) calls.
  • Actively use the Customer Distress Index (CDI) dashboard to identify specific Functional Locations (FLs) causing customer distress.
  • Analyze and interpret Accounts Receivable (AR) status and provide guidance to internal partners.
  • Engage in technical escalation management by supporting the process with the SOM, CSE, Customer Service Material Logistics (CSML), and technical support resources.
  • Analyze Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs and communicate with the Customer Call Center (CCC) and CSE resources to deliver 100% compliance.
  • Act as liaison between the Siemens service team and NYU in-house service (Biomed/Clinical Engineering).
  • Conduct billing validation, oversee the Purchase Order (PO) process, and perform other service-based administrative activities.
  • Manage escalations between internal and external service providers.

Weekly

  • Review PM and UI schedule and completion activity with the CCC and local resources.
  • Perform inventory control by identifying and verifying equipment locations.
  • Support Project Management and Installation activities through participation in weekly conference calls.
  • Conduct physical visits to all main sites.
  • Work with the Contract Administrator (CA) to help qualify inventory and billing.
  • Audit invoices and work with AR credit and collection for both contract and Time and Material (T&M) billing.
  • Track/manage onsite inventory (repair parts).
  • Support the local service team through interaction with support vendors (e.g., Linde, Air Products, Siemens Building Technologies).

Monthly/Quarterly

  • Schedule face-to-face meetings with appropriate customer representatives.
  • Collaborate with KAM/KAE to conduct Quarterly Business Reviews (QBR).
  • Identify End of Service (EOS) systems and communicate with the sales team and customer to avoid dissatisfaction.
  • Track and report Clinical Education and Technical Training balances.
  • Participate in local service/CSE quarterly meetings.
  • Articulate and explain the value of Service Agreement offerings.

Requirements

  • BS/BA in a related discipline, or advanced degree, or equivalent combination of education and experience.
  • 8+ years of successful experience in a directly related field.
  • Excellent organizational skills.
  • Superior communication skills (written and oral) and ability to effectively communicate with stakeholders at all levels.
  • Ability to effectively present information to co-workers, upper management, customers, and public representatives.
  • Ability to read, analyze, and translate financial profit and loss statements into action.
  • Professional-level knowledge of analytical databases, complex Excel workbooks, and pivot tables.
  • Ability to read, analyze, and interpret scientific/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 Diagnostic Imaging Instruments or equivalent industry experience preferred.

Compensation and Benefits

Base Pay Range: $149,900 - $206,118 Factors affecting starting pay include geography/market, skills, education, experience, and other qualifications.

Benefits:

  • Medical, dental, and vision insurance
  • 401(k) retirement plan
  • Life insurance
  • Long-term and short-term disability insurance
  • Paid parking/public transportation
  • Paid time off, sick, and safe time

Additional Information

  • Equal Employment Opportunity: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer. Learn more here.
  • Reasonable Accommodations: Request form.
  • California Privacy Notice: View here.
  • Export Control: Successful candidates must be able to work with controlled technology in accordance with US export control law.
  • Data Privacy: Recruitment Privacy Notice.

To apply: Click here to visit the job posting

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