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.
Acting as a customer service facilitator, the National Operations Coordinator will partner with Siemens Healthineers customers to coordinate the planning and service delivery of field resources to complete reactive and proactive service activities, ensuring optimal operational availability of the customer’s diagnostic and testing equipment for the purposes of quality patient care.
This individual will effectively deploy resources within the service organization to ensure service activities are appropriately aligned with contractual agreements, directing large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution. Backup support outside of standard business hours for numerous departments is also key responsibility in this role. They are accountable for delivering world-class customer experience by providing 24/7 support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload. This role will report to the National Operations Manager and will be part of a team focused on customer success.
Expected role activities:
For our customers:
- Work closely with cross-functional teams to ensure a positive customer experience.
- Monitor customer requests
and overall system compliance to confirm equipment readiness for patient care.
- Support on-site customer facing personnel i.e. Regional Service Manager/Customer Service Engineer in meeting customer expectations as needs vary throughout system lifecycle.
- Document customer satisfaction issues and escalate through appropriate channels.
- Facilitate cross-functional awareness of customer needs between internal stakeholders to minimize unintended conflicts or negative impacts on customer operations.
Required Knowledge/Skills, Education, and Experience:
- 2-5 years’ experience in a customer relationship related role, in a fast-paced environment
- Positive attitude and passion for customer service.
- Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of quality
- Experience communicating ideas and rationale to internal teams and customers.
- Strong PC skills (MS office software like Work, PowerPoint, Excel and Outlook)
- Associate degree or equivalent experience required
Preferred Knowledge/Skills, Education, and Experience:
- Ability to professionally investigate and respond to requests in a timely manner
- Strong communication skills and are adaptable to change
Level 1: National Operations Coordinator 1
Minimum time in previous position 18 - 24 months
Visibly embraces and are a role model of the 10 standards of excellence
Utilizes their experience and the guiding principles of Healthineers to guide their decisions.
Self-reflect on and correct any mistakes as soon as they are aware of an issue
Reaches out to their peers and volunteer to assist when the have capacity without being asked
Recognize developing issues and takes action to address the identified issues
Reliable and dependable, does not have a pattern of last-minute callouts
Seeks out feedback from their manager and peers
Ability to adapt to constant changes and guides peers through those changes.
Positive feedback from their RSM and CSE’s
Consistently makes business appropriate decisions with the data on hand
Capable of performing all functions on their team with a satisfactory level of proficiency, e.g. Customer Service, Dispatching and planning
Initial capabilities of understanding the strategic aspects of CCC Operations with a strong understanding of the business processes in their zone
Ability to use effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions.
Creating and executing influencing strategies to gain the support of their peers.
Consistently demonstrates the ability to meet every expectation of the role.
Consistently offers ideas, best practices or solutions to resolve issues.
Actively shares best practices and their knowledge with team and in meetings without the request of Management.
Works independently or as a member of a team, when asked productively engaging with others at varying levels of seniority within and outside organization.
Demonstrates consistent effective communication, listening and understanding skills.
Acts as a Change Agent by successfully exhibiting and promoting change management, customer focus, and high levels of integrity.
Demonstrates broad awareness of CCC-Ops processes and executes accordingly in daily job function.
Successfully completes assigned projects when/if chosen or successfully acts as mentor to new and existing employees.
Takes initiative to assist co-workers with questions on daily customer related issues without the request of the Leadership Team.
Fosters a positive environment within the CCC-Ops organization.
Holds themselves and others to a common expectation by understanding the company’s mission, values, and goals.
Has a positive attitude towards sharing the right amount of information and being transparent.
Fosters Peer Learning. Has high motivation for connecting people/team members.
Understanding of role modeling vulnerability [not being an expert on everything].
National Operations Coordinator 1
- 3rd shift – candidate can work off site
- 4X10 or 5x8 weekend shifts included
- 2nd shift including Saturday and Sunday -candidate can work off site
- weekend hours could include day shifts
- 2nd shift includes one weekend shift (either Saturday or Sunday) – candidate can work off site on weekend shift only
For employees who are in customer facing roles or who come onsite regularly or occasionally, you must be fully vaccinated for COVID-19 by October 15th, 2021 or by your start date, whichever is later. Non-customer facing employees who are fully remote must be fully vaccinated before coming onsite for meetings or other purposes. If you need an accommodation for medical or religious reasons, please send an email to firstname.lastname@example.org to ask for either the medical or religious reasonable accommodation request form.
Additionally, you will be required to report your vaccination status using TrueNorth, a secure and confidential online third-party platform for collecting health data. Please access the TrueNorth platform and provide the required information before your start date.
Organization: Siemens Healthineers
Company: Siemens Medical Solutions USA, Inc.
Experience Level: Experienced Professional
Job Type: Full-time
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