Regional Service Manager - Manhattan, NY

Overview

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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.

• Work to maximize customer loyalty and satisfaction
• Communicate the value proposition of Siemens service to customers
• Obtain 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 (CSEs)
• Prioritize customer and business objectives to provide clear direction to CSEs

• 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

• 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, focusing on EC1 (down system) and EC2 (restricted operation) calls
• 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 with the SOM, CSE, Customer Service Material Logistics (CSML) and technical support resources; provides regular updates to the sales team
• Analyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs and coordinates with CCC and CSE resources to support 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 and related admin activities
• Manages escalations between internal and external service providers

• 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 via weekly conference calls
• Conducts physical visits to all main sites
• Works with Contract Administrator (CA) to help qualify inventory and billing
• Audits invoices and coordinates with AR credit and collection for contract and Time and Material (T&M) billing; collaborates with SOM and KAM/KAE
• Tracks and manages onsite inventory (repair parts classified as depot level storage)
• Supports local service team through interaction with support vendors

• Schedules face-to-face meetings with appropriate customer representatives
• Collaborates with KAM/KAE to conduct Quarterly Business Review (Q )
• Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid dissatisfaction
• Tracks and reports Clinical Education and Technical Training balances
• Participates in local service/CSE quarterly meetings
• Articulates and explains the value of Service Agreement offerings

• BS/BA in related discipline, or advanced degree, or equivalent combination of education and experience
• 8+ years of successful experience in a directly related field and demonstrated success in the responsibilities and knowledge listed above
• Excellent organizational skills
• Superior communication skills (written and oral) and ability to effectively communicate with stakeholders at many levels
• Ability to present information to coworkers, employees, including upper management and customers
• Ability to read, analyze and translate financial statements into action
• Professional level knowledge of analytical databases, Excel and pivot tables
• Ability to read, analyze and interpret scientific, financial, and legal documents
• Ability to thrive in a collaborative, cross-functional team
• Competent knowledge of MS Office applications
• Experience in managing large remote, employee-based territory…