Regional Service Manager - Manhattan, NY

Regional Service Manager (RSM) Responsibilities General Responsibilities

• 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

• Establish and maintain 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
• Act as the "Voice of the Customer"
• Act as the main point of contact for all customer communication and interaction with internal sales, support, and service organizations
• Support all aspects of service delivery and daily operations
• Perform administrative and other tasks required of the position that support Siemens, service, and NYU

• Be immediately available to oversee all operational activities
• Make physical visits to all main sites as contractually obligated and required
• Receive system status alerts and provide regular communications to key contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls
• Use information in the Customer Distress Index (CDI) dashboard to identify specific Functional Locations (FLs) causing customer distress, partnering closely with the SOM team and keeping KAE/KAM updated
• Analyze and interpret Accounts Receivable (AR) status and provide guidance and recommendations to internal partners
• Communicate information between customer and Siemens stakeholders (sales & service)
• Engage in technical escalation management by supporting the process with the SOM, CSE, Customer Service Material Logistics (CSML) (parts) and technical support resources, and provide the sales team with regular updates
• Analyze Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at the assigned sites and communicate directly with Customer Call Center (CCC) and CSE resources to deliver 100% compliance
• Act as liaison between Siemens service team and NYU in‑house service (Biomed/Clinical Engineering)
• Conduct billing validation, oversee the Purchase Order (PO) process (including creation and approval request for vendor services) and perform any other service‑based administrative activity
• Manage escalations between internal and external service providers

• Review PM and UI schedule and completion activity with the CCC and local resources
• Conduct inventory control by identifying and verifying equipment locations
• Support project management activities and installation activities through participation in weekly conference calls
• Conduct physical visits to all main sites
• Work with Contract Administrator (CA) to help qualify inventory and billing
• Audit invoices and work with AR credit and collection for both contract and Time and Material (T&M) billing; collaborate with SOM and KAM/KAE
• Track/manage onsite inventory (repair parts classified as depot level storage)
• Support local service team through interaction and engagement with support vendors (e.g., Linde, Air Products, Siemens Building Technologies, etc.)

• Schedule face‑to‑face meetings with appropriate customer representatives
• Collaborate with KAM/KAE to conduct Quarterly Business Review (Q )
• Identify End of Service (EOS) systems and communicate with sales team and customer to avoid customer dissatisfaction
• Track and report Clinical Education and Technical Training balances
• Participate in local service/CSE quarterly meetings
• Articulate and explain the value of Service Agreement offerings

• BS/BA in a related discipline, or advanced degree, or equivalent combination of education and experience
• 8+ years of successful experience in a directly related field and…