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Director of Customer Service Operations, Enterprise Services
Director of Customer Service Operations, Enterprise ServicesSiemens Healthineers • Syracuse, NY, US
Director of Customer Service Operations, Enterprise Services

Director of Customer Service Operations, Enterprise Services

Siemens Healthineers • Syracuse, NY, US
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  • [job_card.full_time]
[job_card.job_description]

Director Of Customer Services Operations For Enterprise Services

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.

Reporting to the Head of Strategy, North America, Customer Services (NAM CS STTR), this is a role well suited to an ambitious professional, looking for the next step in their career. As the Director of Customer Services Operations for Enterprise Services, you will be responsible for :

Role Overview

The Director of Customer Service Operations, Enterprise Services will lead operational execution for the core customer service business for our Value Partnerships, Healthcare Technology Management partnerships and other future Customer Service offerings for our Enterprise Services customers. The role will drive service delivery performance, customer satisfaction and support the implementation of products and processes to enable our growing segment of Enterprise Services customers across North America. This role will collaborate closely with the Sales, Service Business Management and Enterprise Services team, serving as the service liaison for these groups for Enterprise Services Customers.

Key Responsibilities :

Customer Focus

  • Cultivate close-knit, sustainable relationships with customers; communicate effectively with Enterprise Services, Customer Service and Sales teams to deliver an industry-leading experience.
  • Ensure timely responses and resolutions to customer issues, particularly those identified through Customer Satisfaction surveys (e.g., Echo 360).
  • Lead systematic customer satisfaction efforts by establishing improvement actions and engaging in consistent follow-up to meet and exceed satisfaction benchmarks.
  • Orchestrate and facilitate business reviews with a refined process for effective customer interaction.

Sales and Enterprise Services Partnership and Strategic Alignment

  • Act as a strategic partner with Sales and Enterprise Services internal partners in customer interactions, ensuring aligned messaging and account strategies.
  • Implement and communicate a strategic approach to customer retention and expansion activities, tracking progress against revenue and growth goals.
  • Serve as a trusted escalation point for Enterprise Services and Sales Leadership, ensuring customer satisfaction activities and retention initiatives are executed effectively.

    • People Leadership

  • Will lead a team of Customer Success Managers (CSMs), who have specific customer account assignments, primarily Value Partnership customers.
  • Hires, trains, develops and retains the CSM team.
  • Responsible for the team's workflow development and execution of the Value Partnership Service program within the assigned accounts.

    • Delivery Responsibilities

  • Partners with Customer Service (CS) and Enterprise Services (ES) to drive Service Delivery Strategy for Value Partnerships (including current and prospective Value Partnership customers).
  • Drive Siemens Healthineers KPIs across Value Partnerships, including Customer Satisfaction, Revenue-growth, inclusive of competitive equipment and service conversions, Bottom line - margin improvement initiatives, Compliance, Develops and implements a partnering strategy with affiliate organizations, including Block Imaging, to ensure rules of engagement and partnership are well defined, understood, and executed, Supports Enterprise Services HTM sales team and Block Imaging during the implementation phase of new or expanded HTM partnerships, Responsible to ensure adherence to policies, procedures and regulatory requirements from accrediting entities, government agencies, and other applicable regulating bodies. Provides expertise and advice with regards to service contract management, performance monitoring, equipment standards development, and utilization of medical equipment in the assigned areas. Acts as the main point of contact for customer communication and interaction with internal sales and service organizations. Oversees customer service team data integrity and accuracy ensuring consistent updates on installations, relocations, and status communications. Participates, when appropriate, in "Make Right" resolutions.

    • Quality and Service Culture

  • Partners with local service delivery and central Customer Service Operations team to ensure successful service completion across Enterprise Services customers.
  • Develops and maintains relationships with users, physicians, administration, finance, department managers, materials management, and others to further equipment management processes in assigned area.
  • Evaluates internal staff, affiliates and vendors to ensure a quality service program.
  • Leads and cultivates a culture of Siemens values and integrity.

    • Required Skills to Have for the Success of This Role

  • Experience in driving performance with large customers, and with internal and external partners in Customer Service.
  • Successful management of a service execution team, preferably within a field-based role, including hiring, developing and coaching this team and providing direction to deliver according to contractual obligations.
  • Bachelor's degree, or Five years of work experience in Healthcare Technology Management industry including two years in a supervisory role.
  • Demonstrated experience in understanding customer needs and developing appropriate action plans and communications for large customers.
  • Experience managing a budget and tracking the financial performance of medical equipment management programs.
  • Demonstrated working understanding of the key functions needed to create and manage a health care medical equipment maintenance and management service program.
  • Demonstrated strong communication skills with the ability to present ideas and initiatives to cross-functional groups.
  • Demonstrated detail oriented, sound decision making ability, and a diplomatic demeanor.
  • Ability to lead a team as well as influence cross-functionally to drive results.

    • Physical Requirements

  • Interact with others requiring the employee to communicate information.
  • Operate computers and other office equipment requiring the ability to move fingers and hands.
  • See and read computer monitors and documents.
  • Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.
  • Ability to regularly travel up to 50% of the time, with periods of increased travel.
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