Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

At Siemens Healthineers, we offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally.

Our Global Team:

We are a team of more than 72,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

Our Culture:

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world.  We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.

Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit.

This is a role well suited to an ambitious professional, looking for the next step in their career. As a Regional Service Manager, you will be 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 Vice President of Northeast and Southeast Service.

General Responsibilities

Work to maximize customer loyalty and satisfactionCommunicate the value proposition of Siemens service to customersObtaining service financial goals through revenue attainment and effective cost containment.Ensure compliance with FDA Good Manufacturing PracticesMeet annual RSM goals and metrics as establishedHire, develop, train and coach Customer Service Engineers (CSE’s)Prioritize customer and business objectives to provide clear direction to CSE’s

Specific Daily Responsibilities

Establishes and maintains close working relationships with the customer, local Service Operations Manager (SOM), Key Account Manager (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), and other support resourcesIs the “Voice of the Customer”Acts as the main point of contact for all customer communication and interaction with internal sales, support, and service organizationsSupports all aspects of service delivery and daily operationsAdministrative/Other Tasks: Performs administrative and other tasks required of the position that support Siemens, service, and NYU

Daily Operational Activities and Responsibilities:

Immediate availability to oversee all operational activitiesPhysical visits to all main sites as contractually obligated and requiredReceives system status alerts and provides regular communications to key contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) callsActively uses all information in the Customer Distress Index (CDI) dashboard to identify specific Functional Locations (FLs) which are causing customer distress.  Partners closely with the SOM team, while keeping KAE/KAM (Sales partners) updatedAnalyzes and interprets Accounts Receivable (AR) status and provides guidance and recommendations to internal partnersCommunicates information between customer and Siemens stakeholders (Sales & Service)Engages in technical escalation management by supporting the process with the SOM, CSE, Customer Service Material Logistics (CSML) (parts) and technical support resources. In addition, provides the sales team with regular updatesAnalyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at the assigned sites and communicates directly with Customer Call Center (CCC) and CSE resources to deliver 100% complianceActs as liaison between Siemens service team and NYU in-house service (Biomed/Clinical Engineering)Conducts billing validation, oversees the Purchase Order (PO) process (to include creation and approval request for vendor services) and performs any other service-based administrative activityManages escalations between internal and external service providers

Weekly Operational Activities and Responsibilities:

Reviews PM and UI schedule and completion activity with the CCC and local resourcesInventory control by identifying and verifying equipment (FL) locationsSupports Project Management activities and Installation activities (through participation in weekly conference calls)Conducts physical visits to all main sitesWorks with Contract Administrator (CA) to help qualify inventory and billingAudits invoices and works with AR credit and collection for both contract and Time and Material (T&M) billing.  Collaborates with SOM and KAM/KAETrack/manage any onsite inventory (repair parts classified as depot level storage)Supports local service team through interaction and engagement with support vendors (i.e., Linde, Air Products, Siemens Building Technologies, etc.)

Monthly/Quarterly Operational Activities and Responsibilities:

Schedules face-to-face meetings with appropriate customer representativesCollaborates with KAM/KAE to conduct Quarterly Business Review (QBR)Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfactionTracks and reports Clinical Education and Technical Training balancesParticipates in local service/CSE quarterly meetingsarticulate and explain value of Service Agreement offerings

Required skills to have for the success of this role

BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.8+ years of successful experience in a directly related field and successful demonstration of Key Responsibilities and Knowledge as presented above.Excellent organizational skillsSuperior communication skills (written and oral) and ability to effectively communicate with stakeholders at many levels within the organizationEffectively present information to co-workers and employee groups, including upper management, customers at various levels and public representativesAbility to read, analyze and translate into action financial profit and loss statements.Professional level knowledge on using analytical databases and complex excel workbooks and associated pivot tables.Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documentsAbility to thrive as a member of a collaborative, cross-functional teamCompetent knowledge of MS Office applicationsExperience in managing large remote employee-based territory preferredKnowledge of the Diagnostic Imaging Instruments or equivalent Diagnostic Imaging industry experience preferredAbility to articulate and explain value of Service Agreement offerings

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 division before applying, please visit: https://usa.healthcare.siemens.com/about.

Beware of Job Scams

Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Career site: https://jobs.siemens-healthineers.com/careers

Equal Employment Opportunity Statement
Siemens Healthineers 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.

Reasonable Accommodations
Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.

If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here.  If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at peopleconnectvendorsnam.func@siemens-healthineers.com. Please note HR People Connect People Contact Center will not have visibility of your application or interview status.   

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

California Privacy Notice
California residents have the right to receive additional notices about their personal information. To learn more, click here.

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. 

Beware of Job Scams:

Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers Career Site.

As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.