Head of Field Service & Customer Support

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Life insurance

Disability insurance

Paid time off

Paid sick leave

Job summary

Siemens Healthineers AG in Ann Arbor, MI is seeking a Manager, Customer Services Operations to lead onsite installation, service, and maintenance of equipment and to ensure exceptional customer experiences.

You will manage a team of Customer Service Engineers, coordinate schedules, handle escalations, and collaborate with technical support and sales. Domestic and international travel may be required; compliance with GMPs and safety standards is essential.

Qualifications

• Associate degree (A.A. or A.S.) in a related field or equivalent experience.
• 2–5 years in field service or customer service operations leadership preferred.
• Strong communication with stakeholders at all levels.

Responsibilities

• Serve as primary liaison for operational matters, including troubleshooting and escalations.
• Lead and manage a team of Customer Service Engineers and scheduling.
• Develop service schedules based on customer requirements and priorities.
• Coach, train, and develop team members and manage timekeeping.
• Ensure work complies with quality, safety, and regulatory standards.
• Collaborate with cross-functional teams to meet objectives.
• Proactively address challenges to meet customer expectations.
• Maintain compliance with GMPs and regulatory requirements.
• Monitor service performance metrics and drive improvements.

Skills

Leadership

Communication

Team management

Customer focus

Travel ability

Education

Associate degree

Job description

Siemens Healthineers AG in Ann Arbor, MI is seeking a Manager, Customer Services Operations to lead onsite installation, service, and maintenance of equipment and to ensure exceptional customer experiences.

You will manage a team of Customer Service Engineers, coordinate schedules, handle escalations, and collaborate with technical support and sales. Domestic and international travel may be required; compliance with GMPs and safety standards is essential.