Customer Service Manager Invivo Coastal

4 days ago

Cape Town, Western Cape, South Africa Siemens Mobility Full time

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.

Apply now for the position of Customer Service Manager Coastal - Invivo, based in Western Cape – Cape Town, South Africa.

Your role:
  1. Develop, plan, and implement the service budget within the assigned area or region by including the installed base, the contractual / non-contractual work, and the sales programs in accordance with target agreements provided by the Country Service Head and Business Support.
  2. Ensure the highest technical, operational, and financial performance on equipment services, repairs and maintenance, upgrades, updates on Invivo DI, AT & US products according to design technical specifications, achieve acceptable performance standards and site-specific customer expectations.
  3. Maintain productivity and profitability within the framework of Siemens Healthineers' service business in the area or region of responsibility.
  4. Maintain highest 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.
  5. Manage customers and provide site-specific support to the field force in any technical-related issues ensuring better service experience.
  6. Manage incidents escalated to next level support Remote Support Centre (RSC) according to defined Service Level Agreements (SLAs).
  7. Interface with field force teams and TSEs from incident to problem management and push for resolutions.
  8. Perform routine service performance reporting and communication with customers in area / region of responsibility.
  9. Ensure excellent functional set-up and service operations to comply with the Service Process SERVOR (scheduling, service coordinating, call registration; clarification; dispatch of CSEs, service parts orders, and tools & test equipment; spare parts logistics – supply and returns, service confirmation, performance reports), achieving service delivery and productivity for key customer.
  10. Ensure service data accuracy and quality reporting, incl. field insight into customer needs, KPI's, service notifications, equipment performance issues, and known technical errors as well as provision of technical capacity, know-how and experience for trouble shooting and problem-fix or resolution.
  11. Implement product technical guidelines, service guidelines, and delivery processes / tools as well as Siemens Remote Services (SRS), Teamplay Fleet among other digital platforms and solutions to meet operational KPIs / targets.
  12. Maintain SRS connectivity and remote update handling for install base in assigned area or region.
  13. Expand use and adoption of online maintenance management digital platforms within assigned area and team under your leadership.
  14. Ensure extensive sales support to the local Product sales organization.
  15. Support with technical solutions and knowledge transfer during sales offers, demonstrations and installations.
  16. Ensure smooth and efficient communication across the organisation for customers and key accounts.
  17. Collaborate with local Sales and Products managers, Service Operations (CCC), Area Service Managers, Applications and Education, and Business Support.
  18. Hire, develop, train and coach CSEs.
  19. Hold leadership and disciplinary responsibility for the staff assigned or direct reports.
  20. Review headcount capacity, skills, and competencies.
  21. Plan and define headcount and training requirements in the area / region as required by the install base and future growth needs.
  22. Ensure compliance with national and local organisation regulations, quality, and safety standards, including compliance by staff assigned.
  23. Maintain highest customer satisfaction incl. profitability within the framework of Siemens Healthcare, Customer Services.
Your expertise:
  1. Diploma in Electrical Engineering (light current) or Electrical Engineering or similar.
  2. Knowledge and experience on healthcare sector with preferably 5 years' experience in repair and maintenance of the following modalities: All Modalities.
  3. Thorough professional know-how in one Sub Job Family, based on practical experience and theoretical foundation.
  4. Must be a South African National.
  5. Must have a valid passport.
  6. Must have a valid South African driver's license.
  7. Must not have restrictions to travel within SADC and abroad.
  8. Must be available on short notice to travel countrywide and to Africa due to operational requirements and on long-term projects.

Excellence, Quality and Compliance in the daily interactions, operations and reporting is a mandatory requirement for this role.

Who we are: We are a team of more than 71, highly dedicated Healthineers in more than 70 countries.

As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing.

Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual's potential to contribute with diverse ideas.

We are from different backgrounds, cultures, religions, political and / or sexual orientations, and work together, to fight the world's most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare.

For everyone.

Everywhere.

Sustainably.

Check our Careers Site at an equal opportunity employer, we welcome applications from individuals with disabilities.

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously.

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