Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare.For everyone. Everywhere.

At Siemens Healthineers, We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone inorder to grow personally and professionally. Sound interesting? Then come and join our global team as Customer Success Manager.

Our global team: We are a team of more than 68,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world.We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site athttps://www.siemens-healthineers.com/en-us/careers.

Service Area – Lexington, KY

Overview Of The CSM Role

Establishes and maintains close working relationships with the customer, local RSM, KAM/KAE (Sales teams), CSEs, ES CSMs, and other support resources
Understands the organizational structure of the client’s business, along with that of the Siemens service and sales support teams
Is the “Voice of the Customer”
Acts as the main point of contact for all customer communication and interaction with internal sales and service organizations
Supports all aspects of service delivery and daily operations
DX CSMs provide direct management of assigned CSE resources

Where applicable, Imaging CSMs provide direct management of Biomed personnel resources

General Responsibilities

Business Management: Plan and manage the Siemens Service business for the assigned customer
Customer Satisfaction: Ensure customers receive optimum levels of service and maintain high levels of customer satisfaction with Siemens
Personnel Management and Development: Where applicable, hire and develop Biomed CSE’s and manage their activities to meet all assigned goals
Administrative/Other Tasks: Perform administrative and other tasks required of the position, that support Siemens, Service, and the assigned customer
Meet all Key Performance Indicators (KPI’s) of the business for the assigned customer
Where applicable, manage training for personnel resources to ensure only trained personnel are servicing equipment
Tasks and Support Activities of the CSM (Service Support)

Daily Operational Activities

Immediate availability to oversee all operational activities (acts as on-site RSM)
Physical visits to all main sites as contractually obligated and required by Zone Customer Success Director (ZCSD)
Receives system status alerts and provides regular communications to key customer contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls
Actively uses all information in the CDI dashboard to identify specific FLs which are causing customer distress.Partners closely with RSM while keeping KAE/KAM (Sales partners) updated
Analyzes and interprets AR status and provides guidance and recommendations to internal partners
Communicates information between customer and Siemens stakeholders (Sales & Service)
Engages in technical escalation management by supporting the process with the RSM, CSE, CSML (parts) and technical support resources.Communication to customer is an essential part of this activity (in addition, provides the sales team with regular updates)
Analyzes PM and UI activity for all FLs at the assigned customer sites and communicates directly with CSE and CCC resources to help deliver 100% compliance.
Acts as liaison between Siemens service team and in-house service (Biomed/Clinical Engineering)
Assists with billing validation, oversees the PO process (to include creation and approval request for vendor services) and performs any other service-based administrative activity
Manages escalations between internal and external service providers
Equipment Asset Management (EAM) Dashboard review
Multi-Vendor (MV) Parts ordering/facilitation

Weekly Operational Activities

Reviews PM and UI schedule and completion activity with local CSEs
Assists with inventory control by identifying and verifying equipment (FL) locations
Assists with project management activities and installation activities through participation in weekly conference calls
Physical visits to all main sites
Works with Contract Administrator (CA) to help qualify inventory and billing
Helps audit invoices and works with Accounts Receivable (AR) credit and collection for both contract and T&M billing.Collaborates with RSM and KAM/KAE
Helps track/manage any onsite inventory (repair parts classified as depot level storage)
Supports local service team through interaction and engagement with support vendors (i.e., Linde, Air Products, Siemens Building Technologies, etc.)
Monthly/Quarterly Operational Activities
Schedules face-to-face meeting with appropriate customer representatives
Collaborates with RSM and KAM/KAE to conduct Quarterly Business Review (QBR)
Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfaction
Tracks and reports Clinical Education and Technical Training balances
Participates in local service/CSE quarterly meetings
Recommended Core Competencies for management/RSM/CSM roles

Knowledge Of Siemens Healthineers As a Company

New Hire Orientation
Legal, Compliance, and Ethics Training

Relevant Procedures, Processes, And Standards

Policies, Procedures, Processes as required per QST table
EH&S Curriculum per Regulatory and Compliance Management
HIPAA/PHI Curriculum
CSG Quality Management Systems knowledge

Other Competencies Highly Specific To The RSM/CSM Role

Modality Basic Course or equivalent experience
Clinical Workflow know-how
Knowledge of Service Agreement offerings
Basic SAP training
Knows safety procedures/guidelines
MS Office applications or equivalent experience

Management/communications Competencies

Facilitation Process
Presentation Skills
Time Management
Behavioral Interviewing
General Writing skills (as needed)
Customer Excellence Training
Diversity training

(If Legally required in your region add this)The pay range for this position is$$111000- $$152625annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. The annual incentive target is (10%) of base pay. Siemens Healthineers offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here:https://benefitsatshs.com/index.html(add regional link as needed)

This information is provided per the required state Equal Pay Act. Base pay information is based on market location. Applicants should apply via Siemens Healthineers external or internal careers site.

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose:To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

If you want to join us in transforming the way healthcare is delivered, visit our career site athttps://jobs.siemens-healthineers.com/careers

If you wish to find out more about the specific division before applying, please visit: https://usa.healthcare.siemens.com/about . (add regional link as needed)

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Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Career site: https://jobs.siemens-healthineers.com/careers

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As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.

Equal Employment Opportunity Statement

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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