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Now’s our time toinspire the future of healthcare together.Siemens Healthineers is a leading global medical
technology company with over 170 years of experience and 18,000
patents. More than 48,000 dedicated colleagues in over 70 countries are
driven to shape the future of healthcare. We stand with our customers around
the world to support them in delivering high quality care to their patients. An
estimated 5 million patients across the globe benefit every day from our
innovative technologies and services in the areas of diagnostic and
therapeutic imaging, laboratory diagnostics and molecular medicine, as well as
digital health and enterprise services. This is what truly matters to us.Location: Detroit, MIOverview of the Customer SuccessManager (CSM) role:Establishesand maintains close working relationships with the customer, local RSM, KAM/KAE(Sales teams), CSEs, ES CSMs, and other support resources
Understandsthe organizational structure of the client’s business, along with that of theSiemens service and sales support teams
Isthe “Voice of the Customer”
Actsas the main point of contact for all customer communication and interactionwith internal sales and service organizations
Supportsall aspects of service delivery and daily operations
Managemultivendor customer service engineers who will provide service to all of thecustomers facilities on non-Siemens imaging equipment
GeneralResponsibilities:BusinessManagement: Plan and manage the Siemens Service business for the assignedcustomer
CustomerSatisfaction: Ensure customers receive optimum levels of service and maintainhigh levels of customer satisfaction with Siemens
Administrative/OtherTasks: Perform administrative and other tasks required of the position, thatsupport Siemens, Service, and the assigned customer
Meetall Key Performance Indicators (KPI’s) of the business for the assignedcustomer
Whereapplicable, manage training for personnel resources to ensure only trainedpersonnel are servicing equipment
Tasks and SupportActivities of the CSM (Service Support)Daily OperationalActivities:Immediateavailability to oversee all operational activities (acts as on-site RSM)
Physicalvisits to all main sites as contractually obligated and required by ZoneCustomer Success Director (ZCSD)
Receivessystem status alerts and provides regular communications to key customercontacts on all service activity, with a specific focus on EC1 (down system)and EC2 (restricted operation) calls
Activelyuses all information in the CDI dashboard to identify specific FLs which arecausing customer distress. Partnersclosely with RSM while keeping KAE/KAM (Sales partners) updated
Analyzesand interprets AR status and provides guidance and recommendations to internalpartners
Communicatesinformation between customer and Siemens’ stakeholders (Sales & Service)
Engagesin technical escalation management by supporting the process with the RSM, CSE,CSML (parts) and technical support resources.Communication to customer is an essential part of this activity (inaddition, provides the sales team with regular updates)
AnalyzesPM and UI activity for all FLs at the assigned customer sites and communicatesdirectly with CSE and CCC resources to help deliver 100% compliance.
Actsas liaison between Siemens’ service team and in-house service (Biomed/ClinicalEngineering)
Assistswith billing validation, oversees the PO process (to include creation andapproval request for vendor services) and performs any other service-basedadministrative activity
Managesescalations between internal and external service providers
EquipmentAsset Management (EAM) Dashboard review
Multi-Vendor(MV) Parts ordering/facilitation
Weekly OperationalActivities:ReviewsPM and UI schedule and completion activity with local CSEs
Assistswith inventory control by identifying and verifying equipment (FL) locations
Assistswith project management activities and installation activities throughparticipation in weekly conference calls
Onsite five days a week initially, then four days on site
Workswith Contract Administrator (CA) to help qualify inventory and billing
Helpsaudit invoices and works with Accounts Receivable (AR) credit and collectionfor both contract and T&M billing.Collaborates with RSM and KAM/KAE
Helpstrack/manage any onsite inventory (repair parts classified as depot levelstorage)
Supportslocal service team through interaction and engagement with support vendors(i.e., Linde, Air Products, Siemens Building Technologies, etc.)
Monthly/QuarterlyOperational Activities:Schedulesface-to-face meeting with appropriate customer representatives
Collaborateswith RSM and KAM/KAE to conduct Quarterly Business Review (QBR)
IdentifiesEnd of Service (EOS) systems and communicates with sales team and customer toavoid customer dissatisfaction
Tracksand reports Clinical Education and Technical Training balances
Participatesin local service/CSE quarterly meetings
Recommended Core Competencies for management CSMroles·
Knowledge of SiemensHealthineers as a company: New Hire Orientation Legal, Compliance, and
Ethics Training·
Relevant procedures,processes, and standards: Policies, Procedures,
Processes as required per QST table EH&S Curriculum per
Regulatory and Compliance Management HIPAA/PHI Curriculum CSG Quality Management
Systems knowledge·
Other competencies highlyspecific to the CSM role: Modality Basic Course or
equivalent experience Clinical Workflow know-how Knowledge of Service
Agreement offerings Basic SAP training Knows safety
procedures/guidelines MS Office applications or
equivalent experience·
Management/communicationscompetencies: Facilitation Process Presentation Skills Time Management Behavioral Interviewing General Writing skills (as
needed) Customer Excellence Training Diversity trainingSiemens
Healthineers has recently announced the next steps in our continued commitment
to prioritize colleague health, comply with customer/business partner
requirements, and help preserve our business continuity. Going forward, please be aware that Siemens
Healthineers requires full COVID-19 vaccination for all new hires by their
start date.(Note: Accommodations may be requested for
certain medical or religious reasons)Organization: Siemens HealthineersCompany: Siemens Medical Solutions USA, Inc.Experience Level: Experienced ProfessionalJob Type: Full-timeEqual Employment Opportunity StatementSiemens 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.EEO is the LawApplicants and employees are protected under Federal law from discrimination. To learn more, Click here (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .Pay Transparency Non-Discrimination ProvisionSiemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp%20EnglishformattedESQA508c.pdf) .California Privacy NoticeCalifornia residents have the right to receive additional notices about their personal information. To learn more, click here (https://new.siemens.com/us/en/general/legal/us-internet-privacy-notice-state-rights.html) .
Full-time- ID: #23371014
- State: Michigan Detroit metro 48201 Detroit metro USA
- City: Detroit metro
- Salary: USD TBD TBD
- Showed: 2021-11-23
- Deadline: 2022-01-23
- Category: Et cetera