Now’s our time to inspire the future of healthcare together.
Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 48,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. 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. This is what truly matters to us.
Job Title: Client Service Manager – MegaLab (field based)
Job Location: Southhaven, MS or Memphis, TN
The MegaLab Client Service Manager provides highly visible customer support through the management of onsite installation, service, maintenance and modification of automation equipment at the site(s). The MegaLab Client Service Manager may perform frontline service activities if needed. This highly visible role is a critical component to our holistic approach in solving our customer’s most difficult problems.
The MegaLab Client Service Manager may manage a team of automation field service technicians at multiple customer locations. The MegaLab Client Service Manager will also be responsible for daily interaction with customers to provide regular updates and to manage escalations as required. Additionally, the MegaLab Client Service Manager will be responsible for managing working relationships with second and third level technical support, customer line operators, and other internal sales and service counterparts.
The ideal candidate will have automation tracking experience in a fast-paced and demanding work environment.
Key deliverables will include:
1.) Responsibility for successful onsite service operations, driving continuous improvements and overall responsibility for site service performance.
2.) Acting as the customer liaison on most matters including troubleshooting, escalations, reporting, and general communications. Interprets customer demands/feedback and owns the solution.
3.) Demonstrating strong customer focus by listening to, recognizing and responding to customer input in an effective, timely and courteous manner.
4.) Direct management of a team of automation field service technicians who support the automation system. This includes performance management, staffing, and other administrative duties such as timekeeping.
5.) Developing schedules and assigning work to technicians based upon customer need.
6.) Taking the lead in identifying a technician’s level of capability, providing on-the-job training, and recommending additional training.
7.) Ensuring that all work is performed with a high level of quality and safety.
8.) Collaborating across the organization to ensure that customer demands are satisfied.
9.) Taking initiative as problems and opportunities arise by anticipating and meeting customer needs and company expectations.
10.) Reporting for multiple customer locations to ensure consistency in the application of service across the automation product line.
11.) Ownership of key continuous improvement and/or standardization projects across the organization.
- Minimum of Associates Degree in Electrical, Mechanical or similar engineering program preferred, or equivalent military training is preferred
- 8+ years of experience servicing laboratory diagnostic systems and/ or robotic systems and relative instruments strongly preferred.
- Prior management or leadership experience is strongly preferred.
- Prior experience in managing projects across multiple teams is preferred.
- Ability to work both individually and in an established team setting.
- Proved track record of strong customer service skills as well as excellent communication skills.
- Ability to interface with customers, peers, internal support center employees in a positive and professional manner.
- Must be able to utilize a computer and computer-based tools for reports, emails, and general communication.
- Willingness and ability to perform frontline service activities if needed
- Willingness and ability to travel domestically and internationally at times for training.
- Willingness and ability to work different shifts, on-call, nights and weekends in case of need.
- Demonstrated experience in continuous improvement.
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 at https://usa.healthcare.siemens.com/careers.
If you wish to find out more about the specific before applying, please visit: https://usa.healthcare.siemens.com/about.
As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.
Organization: Siemens Healthineers
Company: Siemens Medical Solutions USA, Inc.
Experience Level: Mid-level Professional
Job Type: Full-time
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