Customer Services Manager - Indiana

Siemens Healthineers AG; Suryapet; On-site; INR 9,674,000 - 13,301,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Disability insurance

Paid time off

Paid sick time

Paid parking/public transportation

Job summary

Siemens Healthineers seeks a Manager, Customer Services Operations to lead onsite installation, service, maintenance, and modification of equipment at customer sites. The role drives service excellence, manages escalations, and builds strong relationships with customers and internal teams.

The position leads Customer Service Engineers to ensure timely operational updates, scheduling, and continuous improvement while maintaining adherence to quality and regulatory standards.

Qualifications

• Associate degree (A.A. or A.S.) in a related field, or an equivalent combination of education, training, and experience.
• Minimum of 2-5 years of field service, customer service operations, leadership, or related experience preferred.
• Demonstrated ability to effectively lead teams, manage priorities, and deliver high levels of customer service.
• Strong written and verbal communication skills, with the ability to communicate effectively with stakeholders at all levels of the organization.
• Proven ability to build positive working relationships with customers, colleagues, technical support teams, and other internal partners.
• Ability to work independently and collaboratively in a team-oriented environment.
• Ability and willingness to perform hands-on service activities when business needs require (if applicable).
• Ability and willingness to travel domestically and internationally, as needed, for customer support, business meetings, or training.
• Ability and willingness to work flexible schedules, including on-call assignments, evenings, weekends, or alternative shifts, as required by business needs (if applicable).

Responsibilities

• Serve as the primary customer liaison for operational matters, including troubleshooting, escalations, reporting, and general communications. Interpret customer needs and feedback and drive timely resolution of issues.
• Demonstrate a strong customer-focused approach by actively listening, responding to concerns, and providing professional, timely, and effective support.
• Lead and manage a team of Customer Service Engineers, including performance management, workforce planning, coaching, employee development, and administrative responsibilities such as timekeeping and scheduling.
• Develop service schedules and assign work based on customer requirements, business priorities, and team capabilities.
• Assess employee skills and performance, provide coaching and on-the-job training, and identify opportunities for professional development and additional training.
• Ensure all work is performed in accordance with established quality, safety, and regulatory standards.
• Partner with cross-functional teams across the organization to address customer needs, resolve issues, and support operational objectives.
• Proactively identify and address challenges and opportunities, taking initiative to meet customer expectations and business goals.
• Maintain compliance with applicable FDA Good Manufacturing Practices (GMPs), company policies, and regulatory requirements.
• Exercise sound judgment in customer interactions, operational decision-making, and the management of company resources.
• Monitor and evaluate service performance metrics and implement continuous improvement initiatives to enhance operational effectiveness and customer satisfaction.

Skills

Leadership

Customer service

Communication

Relationship building

Teamwork

Travel readiness

Flexibility

Hands-on service

Education

Associate degree in related field

Job description

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 Manager, Customer Services Operations provides highly visible customer support through the leadership and management of onsite installation, service, maintenance, and modification of equipment at customer locations. This role is a critical component of the organization's commitment to delivering exceptional customer experiences and solving complex operational and technical challenges.

The Manager, Customer Services Operations leads a team of Customer Service Engineers supporting assigned customers, locations, and/or defined territories. The role serves as a key point of contact for customers, providing operational updates, managing escalations, and ensuring service excellence. In addition, the Manager, Customer Services Operations builds and maintains effective working relationships with technical support teams, customer personnel, and internal sales and service partners to ensure customer needs are met efficiently and effectively.

This position is accountable for the successful execution of onsite customer service operations, driving continuous improvement initiatives, and delivering overall service performance and customer satisfaction.

Key Responsibilities

• Serve as the primary customer liaison for operational matters, including troubleshooting, escalations, reporting, and general communications. Interpret customer needs and feedback and drive timely resolution of issues.
• Demonstrate a strong customer-focused approach by actively listening, responding to concerns, and providing professional, timely, and effective support.
• Lead and manage a team of Customer Service Engineers, including performance management, workforce planning, coaching, employee development, and administrative responsibilities such as timekeeping and scheduling.
• Develop service schedules and assign work based on customer requirements, business priorities, and team capabilities.
• Assess employee skills and performance, provide coaching and on-the-job training, and identify opportunities for professional development and additional training.
• Ensure all work is performed in accordance with established quality, safety, and regulatory standards.
• Partner with cross-functional teams across the organization to address customer needs, resolve issues, and support operational objectives.
• Proactively identify and address challenges and opportunities, taking initiative to meet customer expectations and business goals.
• Maintain compliance with applicable FDA Good Manufacturing Practices (GMPs), company policies, and regulatory requirements.
• Exercise sound judgment in customer interactions, operational decision-making, and the management of company resources.
• Monitor and evaluate service performance metrics and implement continuous improvement initiatives to enhance operational effectiveness and customer satisfaction.

Qualifications

• Associate degree (A.A. or A.S.) in a related field, or an equivalent combination of education, training, and experience.
• Minimum of 2-5 years of field service, customer service operations, leadership, or related experience preferred.
• Demonstrated ability to effectively lead teams, manage priorities, and deliver high levels of customer service.
• Strong written and verbal communication skills, with the ability to communicate effectively with stakeholders at all levels of the organization.
• Proven ability to build positive working relationships with customers, colleagues, technical support teams, and other internal partners.
• Ability to work independently and collaboratively in a team-oriented environment.
• Ability and willingness to perform hands-on service activities when business needs require (if applicable).
• Ability and willingness to travel domestically and internationally, as needed, for customer support, business meetings, or training.
• Ability and willingness to work flexible schedules, including on-call assignments, evenings, weekends, or alternative shifts, as required by business needs (if applicable).

Additional Requirements

• Commitment to maintaining a safe, inclusive, and respectful work environment.
• Ability to adapt to changing priorities and operate effectively in a fast-paced customer-focused environment.
• Demonstrated professionalism, accountability, and commitment to continuous improvement.

Who we are

We are a team of more than 72,000 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.

The Base Pay Range For This Position Is

$99,930 - $137,401

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Position must have full access to Siemens Healthineers' client sites to perform the essential functions of this position. Many clients require Siemens Healthineers employees and representatives to meet certain Vendor Credentialing requirements before they will be allowed to have access to their sites. Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access and must continue to meet those requirements during the course of employment in this position. These requirements vary by client and may include, but are not limited to: Proof of valid identification (photo, driver's license, SSN) Criminal background checks Drug screens Immunizations (COVID-19, Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare training.

Equal Employment Opportunity Statement

Siemens Healthineers is an Equal Opportunity and Aff… 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 [e-mail]. Please note HR People Connect People Contact Center will not have visibility of your application or interview status.

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Export Control

“A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.”

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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.

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