Service Operations Manager, Laboratory Diagnostics - Salt Lake City, Utah

Job Description

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.

Location: Salt Lake City, UT

The Regional Service Manager is responsible for managing the healthcare Field Service business by directing, coordinating and leading the organization and its activities to meet customer service expectations and financial metrics.

The Regional Service Manager reports to the Zone Service Director of Siemens Medical Solutions.


    Work to maximize customer loyalty and satisfaction

    Communicate the value proposition of Siemens service to customers

    Obtaining service financial goals through effective cost containment

    Ensure compliance with FDA Good Manufacturing Practices

    Meet annual RSM goals and metrics as established

    Hire, develop, train and coach Customer Service Engineers (CSE’s)

    Prioritize customer and business objectives to provide clear direction to CSE’s

    Ensure customer satisfaction through timely follow up on all issues

    Key Customer and area Management

      Develop long term value based relationships with key accounts

      Provide additional escalation support to resolve key account issues

      Develop proactive account plans to prevent or predict issues

      Provide continues communication across organization for key accounts

Required Knowledge/Skills, Education, and Experience

    BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.

    Minimum of 3-5 years previous field service

    Excellent organizational skills

    Superior communication skills (written and oral) and ability to effectively communicate with stakeholders at many levels within the organization

    Effectively present information to co-workers and employee groups, including upper management, customers at various levels and public representatives

    Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents

    Ability to thrive as a member of a collaborative, cross-functional team

    Competent knowledge of MS Office applications

    Must have a valid driver’s license and a clean driving record over the last three years.

Preferred Knowledge/Skills, Education, and Experience

    Past experience in managing large remote employee based territory

    Knowledge of the Diagnostics Instruments or equivalent diagnostic industry experience

    Working knowledge of laboratory workflow

    Ability to articulate and explain value of Service Agreement offerings

    Working knowledge of SAP or experience with equivalent enterprise service software solution

Siemens Healthineers has recently announced the next steps in our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity.  Going forward, please be aware that Siemens Healthineers requires full vaccination for COVID-19 for our U.S. employees, contractors, and business partners, where local conditions allow, who:

1) Are customer-facing (e.g., those required to visit a customer/business partner site or interact in-person with customers at any conference or meeting) OR

2) Come on-site, whether regularly or occasionally, at any Siemens Healthineers location.

(Note: Accommodations may be requested for certain medical or religious reasons)

Organization: Siemens Healthineers

Company: Siemens Healthcare Diagnostics Inc.

Experience Level: Experienced Professional

Job Type: Full-time

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.

EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.

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