Technical Business Lead – Concierge Customer Support - Remote

Siemens Healthineers

1d•Remote

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. The Customer Value Creation (CVC) organization is a fast-paced, dynamic environment with an enhanced customer focus, offering the right candidate the opportunity to build on current strengths, acquire new skills, and be a member of a highly impactful team. As a global healthcare provider, Siemens offers a wealth of growth opportunities for motivated individuals. As a Technical Business Lead (TBL) – Concierge Customer Support in the CVC, you will be a strategic technical partner and advocate for VIP and high-value customer accounts. This role provides concierge-level technical support by proactively monitoring performance, managing escalations, delivering action plans, and ensuring customer confidence through trusted partnerships. Additionally, you will work with cross-functional teams to ensure achievement of targets tied to CVC strategic imperatives: improving the customer experience, increasing employee engagement, and delivering measurable shareholder value. This role is well-suited for an ambitious professional seeking to expand technical leadership, innovation, and influence across the diagnostics service organization.

Requirements

Bachelor’s degree in Engineering, Life Sciences, Medical Technology, or related field, or equivalent relevant experience
5+ years of technical experience in the medical device, diagnostics, or healthcare IT industry
Demonstrated success in incident management, escalations, and customer management support
Strong data analysis skills using Excel (pivots, graphs, Xlookup), Power BI, SAP, Fleet Analytics, or CIM dashboards
Excellent communication and presentation skills, with the ability to influence across levels and lead without authority
Proven project management or coordination experience in a complex, cross-functional environment
Ability to be flexible, decisive, and adaptable in high-pressure situations
Willingness to travel up to 15–20%, depending on account needs

Nice To Haves

Experience on Atellica Solutions platforms and a strong understanding of laboratory workflows
Familiarity with regulatory compliance, quality systems, and continuous improvement methodologies
Prior experience in concierge or VIP customer support models, with demonstrated impact on cost savings and service quality

Responsibilities

Facilitate meetings with the customer and local support teams
Review of site activity and report site specific metrics
Tracking and management of escalated incidents
Coordination with local service and application teams
Internal site-specific reporting and status updates
Cross-functional communication and coordination
Participation in customer quality processes
Collaborate to develop action plans to resolve complex issues
Escalation of complex issues to proper Siemens teams
Provide technical feedback to customers and internal partners
Identification of best demonstrated practices/knowledge sharing
Model Service Based Leadership behaviors, fostering teamwork, transparency, and continuous improvement
Other responsibilities as determined by the business