Regional Service Manager - Manhattan, NY

Siemens Healthcare; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Siemens Healthcare in New York seeks a Regional Service Manager to lead Field Service operations across the Northeast and Southeast. You will direct teams, coordinate service delivery, and align activities with customer expectations and financial goals while ensuring FDA GMP compliance.

You will partner with sales, SOM, KAM/KAE, and CSEs to maintain high customer loyalty, manage escalations, and optimize PM/UI activity and billing workflows.

Responsibilities

• Maximize customer loyalty and satisfaction.
• Communicate the value proposition of Siemens service to customers.
• Meet annual service goals and financial metrics.
• Ensure compliance with FDA Good Manufacturing Practices.
• Hire, develop, train and coach Customer Service Engineers (CSEs).
• Establish close working relationships with customers and internal teams.
• Act as the voice of the customer and main point of contact for communications.

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.

Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit.

Job Description

This is a role well suited to an ambitious professional, looking for the next step in their career. As a Regional Service Manager, you will be responsible for :

• Managing the healthcare Field Service business by directing, coordinating, and leading the organization and its activities to meet customer service expectations and financial metrics. The Regional Service Manager reports to the Zone Vice President of Northeast and Southeast Service.

General Responsibilities

• Work to maximize customer loyalty and satisfaction
• Communicate the value proposition of Siemens service to customers
• Obtaining service financial goals through revenue attainment and effective cost containment.
• Ensure compliance with FDA Good Manufacturing Practices
• Meet annual RSM goals and metrics as established
• Hire, develop, train and coach Customer Service Engineers (CSE's)
• Prioritize customer and business objectives to provide clear direction to CSE's

Specific Daily Responsibilities

• Establishes and maintains close working relationships with the customer, local Service Operations Manager (SOM), Key Account Manager (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), and other support resources
• Is the "Voice of the Customer"
• Acts as the main point of contact for all customer communication and interaction with internal sales, support, and service organizations
• Supports all aspects of service delivery and daily operations
• Administrative/Other Tasks: Performs administrative and other tasks required of the position that support Siemens, service, and NYU

Daily Operational Activities and Responsibilities

• Immediate availability to oversee all operational activities
• Physical visits to all main sites as contractually obligated and required
• Receives system status alerts and provides regular communications to key contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls
• Actively uses all information in the Customer Distress Index (CDI) dashboard to identify specific Functional Locations (FLs) which are causing customer distress. Partners closely with the SOM team, while keeping KAE/KAM (Sales partners) updated
• Analyzes and interprets Accounts Receivable (AR) status and provides guidance and recommendations to internal partners
• Communicates information between customer and Siemens stakeholders (Sales & Service)
• Engages in technical escalation management by supporting the process with the SOM, CSE, Customer Service Material Logistics (CSML) (parts) and technical support resources. In addition, provides the sales team with regular updates
• Analyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at the assigned sites and communicates directly with Customer Call Center (CCC) and CSE resources to deliver 100% compliance
• Acts as liaison between Siemens service team and NYU in-house service (Biomed/Clinical Engineering)
• Conducts billing validation, oversees the Purchase Order (PO) process (to include creation and approval request for vendor services) and performs any other service-based administrative activity
• Manages escalations between internal and external service providers

Weekly Operational Activities and Responsibilities

• Reviews PM and UI schedule and completion activity with the CCC and local resources
• Inventory control by identifying and verifying equipment (NY) locations
• Supports Project Management activities and Installation activities (through participation in weekly conference calls)
• Conducts physical visits to all main sites
• Works with Contract Administrator (CA) to help qualify inventory and billing
• Audits invoices and works with AR credit and collection for both contract and Time and Material (T&M) billing. Collaborates with SOM and KAM/KAE
• Track/manage any onsite inventory (repair parts classified as depot level storage)
• Supports local service team through interaction and engagement with support vendors (i.e., Linde, Air Products, Siemens Building Technologies, etc.)

Monthly/Quarterly Operational Activities and Responsibilities

• Schedules face-to-face meetings with appropriate customer representatives
• Collaborates with KAM/KAE to conduct Quarterly Business Review (QBR)
• Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfaction
• Tracks and reports Clinical Education and Technical Training balan