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DX Customer Service Manager

Job Description

Job Description:

  • 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 comply with the national and local regulations and safety standards as well as internal and external audit

  • 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 interface with field force from incident to problem management and push for resolutions

  • 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

  • You will hold disciplinary responsibility for the staff assigned

Requirements

·       At least BSc degree with at least 5 years working experience in a similar role

·       Skilled at working effectively with cross functional teams in a matrix organization.

·       Preferably experienced in Remote Service Solution (Online Remote Diagnosis & Repair, etc)

·       Strong communication, interpersonal and organizational skills

·       Excellent written and verbal communication skills in Bahasa Indonesia and English

·       Highly self-motivated and have strong problem solving skills

·       Willingness to travel (approx.30%)


Organization: Siemens Healthineers

Company: PT Siemens Healthineers Indonesia

Experience Level: Mid-level Professional

Job Type: Full-time

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