Regional Service Manager - Manhattan, NY

Siemens Healthineers

About The Position

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. 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.

Requirements

BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.
8+ years of successful experience in a directly related field and successful demonstration of Key Responsibilities and Knowledge as presented above.
Excellent organizational skills
Superior communication skills (written and oral) and ability to effectively communicate with stakeholders at many levels within the organization
Effectively present information to co-workers and employee groups, including upper management, customers at various levels and public representatives
Ability to read, analyze and translate into action financial profit and loss statements.
Professional level knowledge on using analytical databases and complex excel workbooks and associated pivot tables.
Ability to read, analyze and interpret common scientific and 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

Nice To Haves

Experience in managing large remote employee-based territory preferred
Knowledge of the Diagnostic Imaging Instruments or equivalent Diagnostic Imaging industry experience preferred
Ability to articulate and explain value of Service Agreement offerings

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
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
Performs administrative and other tasks required of the position that support Siemens, service, and NYU
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
Reviews PM and UI schedule and completion activity with the CCC and local resources
Inventory control by identifying and verifying equipment (NY) 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
Track/manage any onsite inventory (repair parts classified as depot level storage)
Supports local service team through interaction and engagement with support vendors (i.e., Linde, Air Products, Siemens Building Technologies, etc.)
Schedules face-to-face meetings with appropriate customer representatives
Collaborates with KAM/KAE to conduct Quarterly Business Review (QBR)
Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfaction
Tracks and reports Clinical Education and Technical Training balances
Participates in local service/CSE quarterly meetings articulate and explain value of Service Agreement offerings