Field Service Manager

Siemens Healthineers; Dartford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global medical technology company is seeking a Customer Service Manager to ensure high-quality service support and lead a team of engineers in Dartford, England. The ideal candidate will excel in stakeholder management and team leadership while maintaining profitability and customer satisfaction. This role offers a comprehensive benefits package, including a company vehicle and generous holiday allowance.

Benefits

26 days' holiday with buy/sell option

Company vehicle

Up to 10% employer pension contribution

Share and bonus scheme

Flexible medical and dental benefits

Corporate Social Responsibility opportunities

Qualifications

• Must meet targets on response and fix times.
• Experience in managing budgets or financial activity is required.
• Full UK driving license is necessary.

Responsibilities

• Maintain customer satisfaction while running a profitable service business.
• Maximise service revenue through contract renewals.
• Monitor customer satisfaction and respond to queries.
• Manage and escalate unresolved customer technical problems.
• Organise service review meetings with customers.
• Line management responsibility for Customer Service Engineers.
• Coordinate commitments and obligations to customers.

Skills

Stakeholder management

Leadership skills

Budget management

Customer service

Job description

Reporting to the Head of Field Service, the role of the Customer Service Manager (South East) has two dimensions; firstly to ensure that we provide high quality, profitable service support to our customers and secondly, to lead and motivate a team of Customer Service Engineers (CSE's) to ensure they are giving the very best customer service possible. The ideal candidate will be based in South East London or the surrounding area (Kent/Essex). The customer support must be of a standard and quality which differentiates Siemens from the competition, achieved by developing strong relationships, building confidence and trust. The management of CSE's requires studious planning to ensure that we maximise their efficiency and availability, meeting targets on response and fix times, whilst remaining within the agreed costs. Job Responsibilities:

Job Responsibilities

• Maintain highest customer satisfaction concurrent with running a profitable service business by developing strong relationships and communication channels with our customers.
• Look for opportunities to maximise service revenue within the region through conversion of IM/CP customers' equipment from warranty to service contract and for the re-newals of these service contracts, to maximise contract uptake within the region.
• Monitor the level of customer satisfaction at regular intervals. Respond to customers' queries and complaints. Ensure that, when necessary, corrective action is taken, root causes are determined and eliminated where possible.
• Effective management and escalation of unresolved customer technical problems.
• Organise and chair appropriate service review meetings with the customer, ensuring appropriate service performance reports are generated to facilitate an open discussion around our performance.
• Line management responsibility for all CSE's within region, including performance management, recruitment, development, reward and Health & Safety, in line with the Management Standards and in compliance with the relevant HR policies.
• In conjunction with the Customer Care Centre, ensure effective co‑ordination of CSE's ensuring that the team meets its commitments and contractual obligations to customers (i.e. Response Times, Fix Times, Customer Care Centre targets, etc).
• Ensure our Customer Service Engineers have the right balance of training to ensure that we cover the installed base within the region.
• Motivate and develop our Customer Service Engineers to provide the best service support, encouraging them to develop excellent communication skills.

Qualifications

• Be able to meet targets on response and fix times.
• Have strong stakeholder management skills, both internal and external.
• Have the ability to lead a diverse team of engineers.
• Have experience managing budgets or financial activity.
• You must hold a full UK driving license.

Company Overview

We are a team of more than 71,000 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.

As an equal opportunity employer, we welcome applications from individuals with disabilities. Siemens Healthineers are proud to be a Disability Confident Committed employer. If you require any adjustments at any stage of the recruitment process, please let us know. We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. Please create a profile within our talent community and subscribe to personalized job alert that will keep you posted about new opportunities.

To all recruitment agencies: Siemens Healthineers' recruitment is internally managed, with external support permitted only when a qualified supplier has established a formal contract with us. Unsolicited candidate submissions and referrals, absent a current supplier contract, do not establish consent and are ineligible for fees. We delete and destroy unsolicited information, thus, would recommend you refrain from any such practices. Your adherence to our policies is appreciated.

Benefits

• 26 days' holiday with the option to buy or sell an additional 5.
• Company vehicle.
• Up to 10% employer pension contribution.
• Share and bonus scheme.
• Access to flexible benefits from private medical insurance to dental cover.
• Corporate Social Responsibility opportunities including 2 paid volunteering days per year and support from our 24/7 employee assistance programme.