Customer Service Support Operator - Cary, NC

Siemens Healthineers

6d•$57,430 - $78,969•Onsite

About The Position

The Customer Care Coordinator acts as a customer service facilitator, partnering with Siemens Healthineers customers, the Internal Technical Support team, and Field Personnel to coordinate planning and delivery of field resources for reactive and proactive service activities. The goal is to maintain optimal operational availability of customers’ diagnostic and testing equipment in support of quality patient care. The role deploys service organization resources to align service activities with contractual agreements, directs large teams through variable work streams, and reduces scheduling conflicts that could delay resolution. It provides 24/7 customer support and is accountable for a world-class customer experience, including timely and accurate scheduling of service events and clear management of time-sensitive workloads. The position reports to the Zone Operations Manager and is part of a team focused on customer success. The position is based in Cary, North Carolina and is not remote. The shift supports business hours between 7:00 a.m. and 8:00 p.m.

Requirements

2–5 years of experience in a customer relationship-related role in a fast-paced environment.
Positive attitude and passion for customer service.
Ability to manage competing priorities while meeting key performance indicators and maintaining quality.
Experience communicating ideas and rationale to internal teams and customers.
Excellent interpersonal skills and ability to maintain positive relationships while resolving problems with professional integrity.
Excellent organizational and time-management skills, including prioritizing issues by customer impact and criticality.
Strong PC skills, including Microsoft Word, PowerPoint, Excel, and Outlook.
Associate degree or equivalent experience required.

Nice To Haves

Ability to professionally investigate and respond to requests in a timely manner.
Strong communication skills and adaptability to change.
Ability to think at a high level and apply business concepts.
Experience anticipating customer needs.
History of collaborative work with cross-functional teams.
Interest in solving problems without obvious solutions.
Experience in healthcare or medical devices.

Responsibilities

Coordinate planning and delivery of field resources for reactive and proactive service activities.
Partner with customers, the Internal Technical Support team, and Field Personnel to support service delivery.
Deploy service organization resources in alignment with contractual agreements.
Direct large teams completing highly variable work streams and reduce scheduling conflicts that could delay resolution.
Provide 24/7 customer support and deliver a world-class customer experience.
Schedule service events accurately and on time, communicating and managing time-sensitive workloads.