Customer Services Ops Lead — Field Service & Support

Siemens Healthineers AG; Auburn Hills (MI); On-site; USD 100,000 - 137,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Long-term & short-term disability

Paid parking/public transportation

Paid time off

Paid sick & safe time

Job summary

Siemens Healthineers seeks a Manager of Customer Services Operations to lead onsite installation, service, and maintenance of equipment at customer sites. You will manage a team of Customer Service Engineers, drive service schedules, and ensure top-notch customer satisfaction across assigned locations and territories.

You will interact with cross-functional teams, monitor performance metrics, and drive continuous improvement while complying with GMPs and regulatory requirements.

Qualifications

• Associate degree (A.A. or A.S.) in a related field or equivalent combination of education, training, and experience.
• 2–5 years of field service, customer service operations, leadership, or related experience preferred.
• Demonstrated ability to lead teams, manage priorities, and deliver high levels of customer service.
• Strong written and verbal communication skills with stakeholders at all levels.
• Proven ability to build positive relationships with customers, colleagues, and internal partners.
• Ability to travel domestically and internationally and work flexible schedules when needed.

Responsibilities

• Serve as the primary customer liaison for operational matters, including troubleshooting, escalations, reporting, and communications.
• Demonstrate a strong customer-focused approach by actively listening and providing timely support.
• Lead and manage a team of Customer Service Engineers, including performance management and scheduling.
• Develop service schedules and assign work based on customer requirements and priorities.
• Assess employee skills, provide coaching, and identify opportunities for development.
• Ensure all work complies with quality, safety, and regulatory standards.
• Partner with cross-functional teams to address customer needs and support objectives.
• Proactively identify challenges and opportunities to meet customer expectations and business goals.
• Maintain compliance with FDA GMPs, company policies, and regulatory requirements.

Skills

Team leadership

Customer service

Communication

Relationship building

Independent & collaborative work

Willingness to travel

Education

Associate degree in related field

Job description

Siemens Healthineers seeks a Manager of Customer Services Operations to lead onsite installation, service, and maintenance of equipment at customer sites. You will manage a team of Customer Service Engineers, drive service schedules, and ensure top-notch customer satisfaction across assigned locations and territories.

You will interact with cross-functional teams, monitor performance metrics, and drive continuous improvement while complying with GMPs and regulatory requirements.