DX Customer Service Manager

Job Description

Do you want to contribute to the future of healthcare? As Siemens Healthineers values those who dedicate their energy and passion to this cause, our company’s name is dedicated to our employees. It’s their pioneering spirit, blended with our long history of engineering in the ever-evolving healthcare industry that truly makes us unique as an employer.

We offer you a flexible and dynamic environment and the space to stretch beyond your comfort zone in order to grow both personally and professionally. Sound interesting?

Then come in and join our Indonesia team as DX Customer Service Manager to manage the DX service & application support teams in customer service organization.

Your mission and responsibilities:

  • You will ensure the highest technical, application, operational and financial performance installation projects, equipment services and maintenance, upgrades and updates of DX equipment according to technical specification

  • You will maintain the highest customer satisfaction including Service KPI (Service cost over total revenue) within the framework of Siemens Healthineers, Customer Services

  • You will ensure the functional operation of Technical  & application set up and comply to the required Service Support Process SERVOR (Registration, clarification, dispatch, spare part logistic, service confirmation, preventive maintenance, update instruction)

  • You will implement the technical, Application and operational guidelines and processes as well as Siemens Remote Services (SRS) from Siemens Healthineers (e.g. blue book, Field Service Strategy) to meet the operational KPI

  • You will be responsible for overview recourse development and execute required manpower calculation related to I-base development and budget frame in accordance with the basic conditions provided by the Country Service Head and Business Support

  • You will develop the competence with staff training based on the agreed business plan and future products for technical engineers & application specialists

  • You will manage and site-specific support to the field force in any technical issues & application related to DX equipment and others related 3rd party systems

  • You will escalate any incident to next level support (RSC/ HSC) according to defined Service Level Agreements (SLAs)

  • You will serve as the main point of contacts for all escalated customer issues by prioritizing and managing the open issues simultaneously and setting up CARE team

  • You will provide sales support for technical & application topics

To find out more about the specific business, have a look at

Your qualifications and experiences:

  • You have at least BSc degree with at least 5 years working experience in a similar role

  • You have experience in Remote Service Solution (Online Remote Diagnosis & Repair, etc) is preferred

  • You are willing to travel (approx.30%)

Your personality and skills:

  • You are highly self-motivated and have strong problem-solving skills

  • You have skills at working effectively with cross functional teams in a matrix organization.

  • You have strong communication, interpersonal and organizational skills

  • You are proficient in Bahasa Indonesia and English both written and spoken

Being part of our team:

Siemens Healthineers is a leading global medical technology company. More than 53,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services.

Your cultural fit:

Our unique team spirit arises from embracing different perspectives, open debate, and the will to challenge conventions. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That’s why we want you to seek, implement and celebrate your best ideas.

To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.

Organization: Siemens Healthineers

Company: PT Siemens Healthineers Indonesia

Experience Level: Mid-level Professional

Job Type: Full-time

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