Regional Service Manager - Manhattan, NY

Siemens Healthineers

2d•$123,460 - $169,752

About The Position

The Regional Service Manager manages the healthcare Field Service business by directing, coordinating, and leading its organization and activities to meet customer service expectations and financial metrics. The role reports to the Zone Vice President of Northeast and Southeast Service and supports service delivery and daily operations for assigned customer sites, including NYU. The manager serves as the primary point of contact for customer communications with internal sales, support, and service organizations, and acts as the Voice of the Customer. The role oversees operational activities, customer escalations, service delivery, financial and billing processes, inventory, preventive maintenance and update instruction compliance, and coordination among customer representatives, Siemens service teams, sales partners, and external providers. The position also hires, develops, trains, and coaches Customer Service Engineers and guides them in prioritizing customer and business objectives. The position requires regular customer-site visits, recurring coordination with local and regional teams, and participation in customer meetings and quarterly business reviews. The base pay range is $123,460–$169,752. Starting pay may vary based on geography or market, skills, education, experience, and other qualifications. Commission eligibility, if applicable, is governed by the Company's plan.

Requirements

Bachelor of Science or Bachelor of Arts in a related discipline, an advanced degree where required, or an equivalent combination of education and experience.
At least 8 years of successful experience in a directly related field, with successful demonstration of the stated key responsibilities and knowledge.
Excellent organizational skills.
Superior written and oral communication skills and the ability to communicate effectively with stakeholders at many organizational levels.
Ability to present information effectively to coworkers, employee groups, upper management, customers at various levels, 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 associated pivot tables.
Ability to read, analyze, and interpret scientific and technical journals, financial reports, and legal documents.
Ability to thrive as a member of a collaborative, cross-functional team.
Competent knowledge of Microsoft Office applications.
Ability to articulate and explain the value of Service Agreement offerings.
Ability to work with controlled technology in accordance with U.S. export control law.

Nice To Haves

Experience managing a large territory with remote employees.
Knowledge of diagnostic imaging instruments or equivalent experience in the diagnostic imaging industry.

Responsibilities

Direct, coordinate, and lead the Field Service business and its activities to meet customer service expectations and financial metrics.
Maximize customer loyalty and satisfaction and communicate the value proposition of Siemens service to customers.
Achieve service financial goals through revenue attainment and effective cost containment; meet annual Regional Service Manager goals and metrics.
Ensure compliance with FDA Good Manufacturing Practices.
Hire, develop, train, and coach Customer Service Engineers (CSEs), and prioritize customer and business objectives to give them clear direction.
Establish and maintain working relationships with customers, Service Operations Managers (SOMs), Key Account Managers and Executives (KAMs/KAEs), CSEs, and support resources.
Act as the Voice of the Customer and main point of contact for customer communications and interactions with internal sales, support, and service organizations.
Oversee operational activities and provide support for service delivery and daily operations, including physical visits to main sites as contractually obligated and required.
Receive system status alerts and communicate regularly with key contacts about service activity, with particular focus on EC1 down-system and EC2 restricted-operation calls.
Use the Customer Distress Index dashboard to identify distressed Functional Locations and coordinate with the SOM team while keeping sales partners updated.
Analyze Accounts Receivable status and provide guidance and recommendations to internal partners.
Communicate information between customers and Siemens sales and service stakeholders.
Support technical escalation management with SOMs, CSEs, Customer Service Material Logistics, technical support resources, and sales teams.
Analyze Preventive Maintenance and Update Instruction activity and coordinate with the Customer Call Center and CSE resources to achieve full compliance.
Liaise between Siemens service teams and NYU in-house Biomed/Clinical Engineering service teams.
Validate billing, oversee Purchase Order creation and approval requests for vendor services, and perform other service-based administrative tasks.
Manage escalations between internal and external service providers.
Review Preventive Maintenance and Update Instruction schedules and completion activity with the Customer Call Center and local resources.
Identify and verify equipment locations for inventory control; qualify inventory and billing with the Contract Administrator.
Support project management and installation activities, including participation in weekly conference calls.
Audit invoices and work with Accounts Receivable credit and collections on contract and Time and Material billing, in collaboration with SOMs and KAMs/KAEs.
Track and manage onsite repair-parts inventory classified as depot-level storage.
Support the local service team through engagement with vendors such as Linde, Air Products, and Siemens Building Technologies.
Schedule face-to-face meetings with customer representatives and collaborate with KAMs/KAEs on Quarterly Business Reviews.
Identify End of Service systems and communicate with the sales team and customer to help avoid dissatisfaction.
Track and report Clinical Education and Technical Training balances and participate in local service/CSE quarterly meetings.
Articulate and explain the value of Service Agreement offerings.
Perform administrative and other tasks that support Siemens, service, and NYU.