CS Customer Success Manager - Boston, MA

Do you wantto join us in helping to fight the world's most threatening diseases andenabling access to care for more people around the world? At SiemensHealthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.

At SiemensHealthineers, We offer you a flexible and dynamic environment withopportunities to go beyond your comfort zone in order to grow personally andprofessionally. Sound interesting? Then come and join our global team as CSCustomer Success Manager (CSM).

Our globalteam: We are a team of more than 68,000 highly dedicatedemployees across more than 70 countries passionately pushing the boundaries ofwhat's possible in healthcare to help improve people's lives around the world.As a leader in the industry, we aspire to create better outcomes and experiencesfor patients no matter where they live or what health issues they are facing.Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guidedtherapy and innovative cancer care, is crucial for clinical decision-making andtreatment pathways.

Our culture: We are partof an incredible community of scientists, clinicians, developers, researchers,professionals, and skilled specialists pushing the boundaries of what'spossible, to improve people's lives around the world. We embrace a culture of inclusivity in whichthe power and potential of every individual can be unleashed. We spark ideasthat lead to positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers

• Service Area -Boston, MA

Overview of the CSM role - This is anon-site position requiring a daily physical presence at Mass General/Brigham(MGB)

• Establishes and maintains closeworking relationships with the customer, local Service Operations Manager(RSM), Key Account Manager (KAM)/Key Account Executive (KAE) (Sales teams),Customer Service Engineers (CSEs), and other support resources
• Understands the organizational structureof MGB's business, along with that of the Siemens service and sales supportteams
• Is the "Voice of the Customer"
• Acts as the main point of contactfor all customer communication and interaction with internal sales, support,and service organizations
• Supports all aspects of servicedelivery and daily operations

General Responsibilities:

• Business Management: Works withLocal RSM's to plan and manage the service business as contracted throughSiemens for MGB
• Customer Satisfaction: Works withlocal RSM's to help ensure customers receive optimum levels of service andmaintain high levels of customer satisfaction with Siemens
• Administrative/Other Tasks:Performs administrative and other tasks required of the position that supportSiemens, service, and MGB
• Meet all Key Performance Indicators(KPI's) of the business for the assigned responsibilities
• Monitor training for personnelresources and provide feedback to RSM's to ensure only trained personnel areservicing equipment
• Tasks and Support Activities of theCSM (Service Support)

Daily Operational Activities andResponsibilities:

• Immediate availability to overseeall operational activities (acts as on-site RSM)
• Physical visits to all main sitesas contractually obligated and required by MGB
• Receives system status alerts andprovides regular communications to key MGB contacts on all service activity,with a specific focus on EC1 (down system) and EC2 (restricted operation) calls
• Actively uses all information inthe Customer Distress Index (CDI) dashboard to identify specific FunctionalLocations (FLs) which are causing customer distress. Partners closely with the Regions RSM team,while keeping KAE/KAM (Sales partners) updated
• Analyzes and interprets AccountsReceivable (AR) status and provides guidance and recommendations to internalpartners
• Communicates information betweencustomer and Siemens stakeholders (Sales & Service)
• Engages in technical escalationmanagement by supporting the process with the RSM, CSE, Customer ServiceMaterial Logistics (CSML) (parts) and technical support resources.Communication to MGB is an essential part of this activity. In addition,provides the sales team with regular updates
• Analyzes Preventive Maintenance(PM) and Update Instruction (UI) activity for all FLs at the assigned NYU sitesand communicates directly with Customer Call Center (CCC) and CSE resources todeliver 100% compliance
• Acts as liaison between Siemensservice team and MGB in-house service (Biomed/Clinical Engineering)
• Conducts billing validation,oversees the Purchase Order (PO) process (to include creation and approvalrequest for vendor services) and performs any other service-basedadministrative activity
• Manages escalations betweeninternal and external service providers

Weekly Operational Activities andResponsibilities:

• Reviews PM and UI schedule andcompletion activity with the CCC and local resources
• Inventory control by identifyingand verifying equipment (FL) locations
• Supports Project Managementactivities and Installation activities (through participation in weeklyconference calls)
• Conducts physical visits to allmain sites
• Works with Contract Administrator(CA) to help qualify inventory and billing
• Audits invoices and works with ARcredit and collection for both contract and Time and Material (T&M)billing. Collaborates with RSM andKAM/KAE
• Track/manage any onsite inventory(repair parts classified as depot level storage)
• Supports local service team throughinteraction and engagement with support vendors (i.e., Linde, Air Products,Siemens Building Technologies, etc.)
• Monthly/Quarterly OperationalActivities and Responsibilities:
• Schedules face-to-face meetingswith appropriate customer representatives
• Collaborates with RSM's and KAM/KAEto conduct Quarterly Business Review (QBR)
• Identifies End of Service (EOS)systems and communicates with sales team and customer to avoid customerdissatisfaction
• Tracks and reports ClinicalEducation and Technical Training balances
• Participates in local service/CSEquarterly meetings

Education and/or Experience

• BS/BA in a medical field,engineering/technology or business administration with healthcare backgroundpreferred
• Minimum of 3 years professionalexperience with a background in supporting multivendor imaging & biomedicaltechnology maintenance operations excellence
• Acts as advisor to customermanagement and business partners on asset management matters
• Excellent communication skills -verbal, written, presentation
• Must be results-driven, actionoriented and passionate about making a positive customer impact while balancingbusiness needs

At SiemensHealthineers, we value those who dedicate their energy and passion to a greatercause. Our people make us unique as an employer in the med-tech industry. Whatunites and motivates our global team is the inspiration of our commonpurpose: To innovate for healthcare,building on our remarkable legacy of pioneering ideas that translate into evenbetter healthcare products and services. We recognize that taking ownership ofour work allows both us and the company to grow. We offer you a flexible anddynamic environment and the space to move beyond your comfort zone to grow bothpersonally and professionally.

If you wantto join us in transforming the way healthcare is delivered, visit our careersite at https://jobs.siemens-healthineers.com/careers

If you wishto find out more about the specific division before applying, please visit: https://usa.healthcare.siemens.com/about

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