Service Operations Manager - Dallas, TX

Siemens Healthineers•Las Vegas, NV

1d•$129,630 - $178,244

About The Position

The Service Operations Manager ensures implementation of and adherence to strategies, policies, processes, and methods for service operations within the assigned organizational unit. The role directs technical and administrative support activities—including repairs, preventive maintenance, and engineering change upgrades—to provide a high level of service, maximize customer satisfaction, and achieve financial objectives. It also directs pre- and post-sales services and support, participates in resolving customer concerns, and helps define and develop customer contact strategies. The position maintains service records and systems, schedules personnel responding to critical situations, and analyzes operational processes, escalation procedures, and training needs to identify improvements in service delivery and added customer value. It manages a profit and loss center and performs management responsibilities such as implementing company policies and programs, supporting employee productivity and growth, managing resources, and maintaining awareness of the business, relevant functions, technology, and external markets. The manager cooperates with departments including Sales, Installation, Applications, Order Processing, Product Support, and Manufacturing to support service and maintenance and optimize customer relations. The role manages customer service and maintenance matters, establishes service budgets, monitors financial performance, oversees regular reporting of service information, and directs customer-data analysis and stock and spare-parts ordering to support planned and emergency service activities within agreed budgets. The position requires completion of an LMS training plan specific to the assigned responsibilities. For the Oncology Systems business, the role requires full access to VMS client sites and meeting applicable vendor credentialing requirements. Requirements may include identification, background checks, drug screens, immunizations, annual TB testing, and healthcare training. Applicants must be legally authorized to work in the United States without current or future employer-sponsored work authorization. The role must also be performed in accordance with US export control laws and regulations.

Requirements

Bachelor’s degree or equivalent to five years of related experience.
One year of management experience or supervisory equivalent.
Ability, competence, and confidence to lead people.
Effective interpersonal skills.
Fluency in the local language and English, both written and spoken.
Proficiency with email, Microsoft Word, Excel, and PowerPoint.
For applicable client-site access: meet the required vendor credentialing criteria, unless prohibited by law.
Legally authorized to work in the United States without current or future employer-sponsored work authorization.
Ability to work with controlled technology in accordance with US export control law.

Nice To Haves

Sound understanding and application of contract structuring, composition, and negotiation.
Understanding and experience establishing quotations, costing jobs, monitoring costs, and following up on execution.
Experience with HCM (such as Workday) or an equivalent ERP product and productivity software.

Responsibilities

Implement and ensure adherence to service operations strategies, policies, processes, and methods for the assigned organizational unit.
Direct technical and administrative support activities, including repairs, preventive maintenance, and engineering change upgrades.
Direct the delivery of pre- and post-sales services and customer support.
Participate in resolving customer concerns and define and develop customer contact strategies.
Maintain adequate service records and systems, and schedule personnel responding to critical situations.
Analyze operational processes and escalation procedures and assess training needs to identify service-delivery improvements and customer value opportunities.
Manage a profit and loss center and perform management responsibilities, including implementing company policies and programs, supporting employee productivity and growth, and managing resources.
Cooperate with other departments to support service and maintenance activities and optimize customer relations.
Manage customer relations for service and maintenance matters, including service requests, contractual services, and emergencies, helping customers operate VMS equipment according to technical and safety guidelines.
Establish service budgets and monitor financial performance to achieve service revenue objectives within agreed budgets and with cost effectiveness.
Manage regular reporting of service information, including service visits, technical problems, actions taken, and parts used.
Direct customer-data analysis and stock and spare-parts ordering to ensure materials are available for scheduled and emergency service and maintenance within agreed budgets.
Obtain and complete the LMS training plan specific to assigned responsibilities.
Meet and maintain applicable vendor credentialing requirements for full access to client sites when applicable to the Oncology Systems business.