Customer Service Manager InVivo Coastal

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

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. Maintains productivity and profitability within the framework of Siemens Healthineers' service business in the area or region of responsibility.
4. Maintains 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. You will manage customers and provide site-specific support to the field force in any technical-related issues ensuring better service experience.
5. Manages incidents escalated to next level support Remote Support Centre (RSC) according to defined Service Level Agreements (SLAs). As one point of contact for all escalated issues, you will interface with field force teams and TSEs from incident to problem management and push for resolutions.
6. Contract performance management, ensuring agreed service obligations and expectations with customers are met. Perform routine service performance reporting and communication with customers in area/region of responsibility.
7. Ensures 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.
8. Ensures 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.
9. 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.
10. Maintains SRS connectivity and remote update handling for install base in assigned area or region. Expand use and adoption of online maintenance management digital platforms within assigned area and team under your leadership.
11. Ensure extensive sales support to the local Product sales organization. Supports with technical solutions and knowledge transfer during sales offers, demonstrations and installations.
12. Ensures smooth and efficient communication across the organisation for customers and key accounts. Collaborates with local Sales and Products managers, Service Operations (CCC), Area Service Managers, Applications and Education, and Business Support.
13. Hire, develop, train and coach CSEs. Holds leadership and disciplinary responsibility for the staff assigned or direct reports. Due to the size of organization may be delegated the responsibility to specific local service teams and business partners.
14. Overview CSE expertise development by contributing to the required man-power calculation related to install base development and budget frame targets.
15. Reviews headcount capacity, skills, and competencies. Plans and defines headcount and training requirements in the area/region as required by the install base and future growth needs, proactively develops business cases and the team.
16. Communicating and informing the Customer Service Engineers (CSEs) about the economic development of the business during CSE business meetings taking place at regular intervals.
17. Comply with national and local organisation regulations, quality, and safety standards, including compliance by staff assigned. As well as to technical and service operations process guidelines from Siemens Healthcare.
18. Maintain highest customer satisfaction incl. profitability within the framework of Siemens Healthcare, Customer Services.
19. The function builds the "One face to the customer" and act as a "Customer Care Manager" and ensures that all customer requirements are met.
20. Implementing the service budgets by including the installed base development, the contractual/non-contractual work and service sales programs to meet the defined Healthcare target agreements.
21. Ensure highest technical, operational, and financial performance installation projects, equipment services and maintenance, upgrades and updates of medical equipment according to technical specification.
22. Cooperation with the Service Operation functions and follow the implemented the required Service Support Processes SERVOR (Registration, clarification, dispatch, spare part logistic, service confirmation).
23. Overview recourse development and execute required manpower calculation related to I-base development and budget frame.
24. Develop staff training in coordination with its respective supervisors/managers.
25. Ensure extensive sales support to the local sales organization / modality manager.
26. Coordinate customer pricing for maintenance contract and other service sales offers.
27. Ensure technical collaboration and knowledge transfer during sales offers and projects.
28. Holds the disciplinary responsibility for the staff it is assigned to him/her.
29. Due to the size of organization may be delegated to specific local supervisors/managers.
30. Informing the staff about the economic development of the business.

1. Customer satisfaction
2. Revenue growth
3. People leadership, coaching and development.
4. Stakeholder management
5. Profitability
6. Productivity
7. Operational KPIs

• 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 a South African National
  • Must have a valid passport.
  • Must have a valid South African driver's license.
  • Must not have restrictions to travel within SADC and abroad.
  • Must be available on short notice to travel country wide and to Africa due to operational requirements and on long term projects as well as travel outside of the region to assist nationally.
  • Excellence, Quality and Compliance in the daily interactions, operations and reporting is not a negotiable requirement, but mandatory for this role.
  Who we are:

We are a team of more than 71,000 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.

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 https://www.siemens-healthineers.com/careers.

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

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