Customer Service Manager Inland Invivo

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Apply now for the position of CustomerService Manager Inland - Invivo , based in Johannesburg, South Africa

Yourrole:

·Develop,plan, and implement the service budget within the assigned area or region byincluding the installed base, the contractual/non-contractual work, and thesales programs in accordance with target agreements provided by the CountryService Head and Business Support.

·Ensurethe highest technical, operational, and financial performance on equipmentservices, repairs and maintenance, upgrades, updates on Invivo DI, AT & USproducts according to design technical specifications, achieve acceptable performance standards and site-specificcustomer expectations.

·Maintainsproductivity and profitability within the framework of Siemens Healthineers'service business in the area or region of responsibility.

·Maintainshighest customer satisfaction by being the "One face to the Customer"and act as a "Customer Care Manager" in area/region assigned,ensuring that all customer requirements and service obligations are met. Youwill manage customers and provide site-specific support to the field force inany technical-related issues ensuring better service experience.

·Manages incidents escalated to next levelsupport Remote Support Centre (RSC) according to defined Service LevelAgreements (SLAs). As one point of contact for all escalated issues, you willinterface with field force teams and TSEs from incident to problem managementand push for resolutions.

·Contractperformance management, ensuring agreed service obligations and expectationswith customers are met. Perform routine service performance reporting andcommunication with customers in area/region of responsibility.

·Ensuresexcellent functional set-up and service operations to comply with the ServiceProcess SERVOR (scheduling, service coordinating, call registration;clarification; dispatch of CSEs, service parts orders, and tools & testequipment; spare parts logistics – supply and returns, service confirmation,performance reports), achieving service delivery and productivity for keycustomer.

·Ensuresservice data accuracy and quality reporting, incl. field insight into customerneeds, KPI's, service notifications, equipment performance issues, and knowntechnical errors as well as provision of technical capacity, know-how andexperience for trouble shooting and problem-fix or resolution.

·Implementproduct technical guidelines, service guidelines, and delivery processes/toolsas well as Siemens Remote Services (SRS), Teamplay Fleet among other digitalplatforms and solutions to meet operational KPIs/targets.

·MaintainsSRS connectivity and remote update handling for install base in assigned areaor region. Expand use and adoption of online maintenance management digitalplatforms within assigned area and team under your leadership.

·Ensureextensive sales support to the local Product sales organization. Supports withtechnical solutions and knowledge transfer during sales offers, demonstrationsand installations.

·Ensures smooth and efficient communicationacross the organisation for customers and key accounts. Collaborates withlocal Sales and Products managers, Service Operations (CCC), Area ServiceManagers, Applications and Education, and Business Support.

·Hire,develop, train and coach CSEs. Holds leadership and disciplinary responsibilityfor the staff assigned or direct reports. Due to the size of organization maybe delegated the responsibility to specific local service teams and businesspartners.

·OverviewCSE expertise development by contributing to the required man-power calculationrelated to install base development and budget frame targets.

·Reviews headcount capacity, skills, andcompetencies. Plans and defines headcount and training requirements in thearea/region as required by the install base and future growth needs,proactively develops business cases and the team.

·Communicatingand informing the Customer Service Engineers (CSEs) about the economicdevelopment of the business during CSE business meetings taking place atregular intervals.

·Complywith national and local organisation regulations, quality, and safetystandards, including compliance by staff assigned. As well as to technical andservice operations process guidelines from Siemens Healthcare.

·Maintainhighest customer satisfaction incl. profitability within the framework of SiemensHealthcare, Customer Services.

·Thefunction builds the "One face to the customer" and act as a"Customer Care Manager" and ensures that all customer requirementsare met.

·Implementingthe service budgets by including the installed base development, the contractual/non-contractualwork and service sales programs to meet the defined Healthcare target agreements.

·Ensurehighest technical, operational, and financial performance installationprojects, equipment services and maintenance, upgrades and updates of medicalequipment according to technical specification.

·Cooperationwith the Service Operation functions and follow the implemented the requiredService Support Processes SERVOR (Registration, clarification, dispatch, sparepart logistic, service confirmation)

·Overviewrecourse development and execute required manpower calculation related toI-base development and budget frame.

·Developstaff training in coordination with its respective supervisors/managers.

·Ensureextensive sales support to the local sales organization / modality manager.

·Coordinatecustomer pricing for maintenance contract and other service sales offers.

·Ensuretechnical collaboration and knowledge transfer during sales offers and projects.

·Holdsthe disciplinary responsibility for the staff it is assigned to him/her.

·Dueto the size of organization may be delegated to specific local supervisors/managers.

·Informingthe staff about the economic development of the business

·Customer satisfaction

·Revenue growth

·People leadership, coaching and development.

·Stakeholder management

·Profitability

·Productivity

·Operational KPIs

Your expertise:

Diploma in Electrical Engineering (light current) or Electrical Engineering or similar Knowledge and experience on healthcare sector with preferably 5 years' experience in repair and maintenance of the following modalities: All Modalities Thorough professional know-how in one Sub Job Family, based on practical experience and theoretical foundation. Focus on applying and expanding acquired knowledge base. Application of knowledge in broader professional context Must be aSouth African National Must have avalid passport. Must have avalid South African driver's license. Must not haverestrictions to travel within SADC and abroad. Must beavailable on short notice to travel country wide and to Africa due tooperational requirements and on long term projects as well as travel outside ofthe region to assist nationally. Excellence, Quality and Compliance inthe daily interactions, operations and reporting is not a negotiablerequirement, but mandatory for this role.

Whowe are:
We are a team of more than 71,000 highly dedicated Healthineers in more than 70countries. As a leader in medical technology, we constantly push the boundariesto create better outcomes and experiences for patients, no matter where theylive or what health issues they are facing. Our portfolio is crucial forclinical decision-making and treatment pathways.

As an equal opportunity employer, we welcomeapplications from individuals with disabilities.

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To all recruitment agencies:

Siemens Healthineers' recruitmentis internally managed, with external support permitted only when a qualifiedsupplier has established a formal contract with us. Unsolicited candidatesubmissions and referrals, absent a current supplier contract, do not establishconsent and are ineligible for fees. We delete and destroy unsolicitedinformation, thus, would recommend you refrain from any such practices. Youradherence to our policies is appreciated.

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