Customer Services Manager - Indiana

Siemens Healthineers AG; Indianapolis (IN); On-site; USD 90,000 - 120,000; Full time

Job summary

Siemens Healthineers AG in Indianapolis, Indiana, seeks a Manager, Customer Services Operations to lead onsite installation, service, and maintenance of equipment and to ensure exceptional customer experiences across customer locations.

The role directs a team of Customer Service Engineers, coordinates with technical support, sales, and service partners, and drives continuous improvement while maintaining strict quality, safety, and regulatory standards including GMPs.

Qualifications

• Lead and manage a team of Customer Service Engineers.
• Onsite installation, service, maintenance, and modification of equipment.
• Coordinate with cross-functional teams to address customer needs.
• Ensure all work complies with quality, safety, and regulatory standards including GMPs.
• Drive continuous improvement and monitor service performance metrics.

Responsibilities

• Serve as the primary customer liaison for operational matters, including troubleshooting and escalations.
• Develop service schedules and assign work based on customer requirements and team capacity.
• Provide coaching and development to team members; manage performance and scheduling.
• Maintain compliance with FDA GMPs, safety policies, and company guidelines.
• Collaborate with internal sales and service partners to ensure customer satisfaction.
• Monitor and report on service performance metrics and customer feedback.

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.

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 ResponsibilitiesServe 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.