Sr. Service Operations Manager

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

The Sr. Manager, Service Operations provides highly visible customer support through the management of onsite installation, service, maintenance, and modification of equipment at customer sites. This highly visible role is a critical component to our holistic approach in solving our customer's most difficult problems.
The Sr. Manager, Service Operations will manage a team of Customer Service Engineers and/or Customer Service Managers (role dependent) that provide support to a customer, location, and/or defined region. The Sr. Manager, Service Operations will also be responsible for daily interaction with customers to provide regular updates and to manage escalations as required. Additionally, the Sr. Manager, Service Operations will be responsible for managing working relationships with second and third level technical support, customer line operators, and other internal sales and service counterparts.

This position may suit you best if you have:

• Prior experience in managing a dedicated onsite employee base
• Knowledge of the Diagnostics instrumentation or equivalent diagnostic industry experience.
• Working knowledge of large and complex laboratory workflows.
• Ability to articulate and explain value of Service Agreement offerings.
• Working knowledge of SAP or experience with equivalent enterprise service software solution.

Key Responsibilities:

• Responsibility for successful region, IDN and/or mega-lab service operations, while driving continuous improvements and overall responsibility for service performance.
• Acting as the customer liaison on most matters including troubleshooting, escalations, reporting, and general communications. Interprets customer demands/feedback and owns the solution.
• Demonstrating strong customer focus by listening to, recognizing and responding to customer input in an effective, timely and courteous manner.
• Direct management of a team of Customer Service Engineers and/or Customer Service Managers (role dependent). This includes performance management, staffing, and other administrative duties such as timekeeping.
• Developing schedules and assignments based upon customer need.
• Taking the lead in identifying an employee's level of capability, providing on-the-job training, and recommending additional training.
• Ensure compliance with FDA Good Manufacturing Practices.
• Ensuring that all work is performed with a high level of quality and safety.
• Collaborating across the organization to ensure that customer demands are satisfied.
• Taking initiative as problems and opportunities arise by anticipating and meeting customer needs and company expectations.
• Must demonstrate excellent judgment in customer relations and in managing company resources.

The successful candidate will have:

• BS/BA in related discipline or equivalent combination of education and experience.
• Minimum of 5-8 years' previous field service and/or management experience preferred.
• Superior communication skills (written and verbal) and ability to effectively communicate with stakeholders at many levels within the organization.
• Proven 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.
• Ability to work both individually and in an established team setting.
• Willingness and ability to travel domestically and internationally at times for training.
• Willingness and ability to work different shifts, on-call, nights and weekends (if applicable).

Who we are: We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual's potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world's most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Siemens Healthineers businesses, please visit our company page here.

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