Customer Service Manager Invivo Coastal Kzn

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. **Your role**: - 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. - 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. - Maintains productivity and profitability within the framework of Siemens Healthineers’ service business in the area or region of responsibility. - 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. - 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. - 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. - 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. - 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. - 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. - 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. - Ensure extensive sales support to the local Product sales organization. Supports with technical solutions and knowledge transfer during sales offers, demonstrations and installations. - 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. - 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. - Overview CSE expertise development by contributing to the required man-power calculation related to install base development and budget frame targets. - 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. - Communicating and informing the Customer Service Engineers (CSEs) about the economic development of the business during CSE business meetings taking place at regular intervals. - 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. - Maintain highest customer satisfaction incl. profitability within the framework of Siemens Healthcare, Customer Services. - The function builds the "One face to the customer" and act as a "Customer Care Manager" and ensures that all customer requirements are met. - Implementing the service budgets by including the installed base development, the contractual/non-contra