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.Apply now for the position of Customer Service Manager Coastal - Invivo, based in Western Cape Cape Town, South AfricaYour role:xc2xb7 Develop, plan, and implement the service budget within the assigned area or region by including the installed base, the contractual/non-contractual work, and the sales programs in accordance with target agreements provided by the Country Service Head and Business Support.xc2xb7 Ensure the highest technical, operational, and financial performance on equipment services, repairs and maintenance, upgrades, updates on Invivo DI, AT & US products according to design technical specifications, achieve acceptable performance standards and site-specific customer expectations.xc2xb7 Maintains productivity and profitability within the framework of Siemens Healthineers service business in the area or region of responsibility.xc2xb7 Maintains highest customer satisfaction by being the "One face to the Customer" and act as a "Customer Care Manager" in area/region assigned, ensuring that all customer requirements and service obligations are met. You will manage customers and provide site-specific support to the field force in any technical-related issues ensuring better service experience.xc2xb7 Manages incidents escalated to next level support Remote Support Centre (RSC) according to defined Service Level Agreements (SLAs). As one point of contact for all escalated issues, you will interface with field force teams and TSEs from incident to problem management and push for resolutions.xc2xb7 Contract performance management, ensuring agreed service obligations and expectations with customers are met. Perform routine service performance reporting and communication with customers in area/region of responsibility.xc2xb7 Ensures excellent functional set-up and service operations to comply with the Service Process SERVOR (scheduling, service coordinating, call registration; clarification; dispatch of CSEs, service parts orders, and tools & test equipment; spare parts logistics supply and returns, service confirmation, performance reports), achieving service delivery and productivity for key customer.xc2xb7 Ensures service data accuracy and quality reporting, incl. field insight into customer needs, KPIs, service notifications, equipment performance issues, and known technical errors as well as provision of technical capacity, know-how and experience for trouble shooting and problem-fix or resolution.xc2xb7 Implement product technical guidelines, service guidelines, and delivery processes/tools as well as Siemens Remote Services (SRS), Teamplay Fleet among other digital platforms and solutions to meet operational KPIs/targets.xc2xb7 Maintains SRS connectivity and remote update handling for install base in assigned area or region. Expand use and adoption of online maintenance management digital platforms within assigned area and team under your leadership.xc2xb7 Ensure extensive sales support to the local Product sales organization. Supports with technical solutions and knowledge transfer during sales offers, demonstrations and installations.xc2xb7 Ensures smooth and efficient communication across the organisation for customers and key accounts. Collaborates with local Sales and Products managers, Service Operations (CCC), Area Service Managers, Applications and Education, and Business Support.xc2xb7 Hire, develop, train and coach CSEs. Holds leadership and disciplinary responsibility for the staff assigned or direct reports. Due to the size of organization may be delegated the responsibility to specific local service teams and business partners.xc2xb7 Overview CSE expertise development by contributing to the required man-power calculation related to install base development and budget frame targets.xc2xb7 Reviews headcount capacity, skills, and competencies. Plans and defines headcount and training requirements in the area/region as required by the install base and future growth needs, proactively develops business cases and the team.xc2xb7 Communicating and informing the Customer Service Engineers (CSEs) about the economic development of the business during CSE business meetings taking place at regular intervals.xc2xb7 Comply with national and local organisation regulations, quality, and safety standards, including compliance by staff assigned. As well as to technical and service operations process guidelines from Siemens Healthcare.xc2xb7 Maintain highest customer satisfaction incl. profitability within the framework of Siemens Healthcare, Customer Services.xc2xb7 The function builds the "One face to the customer" and act as a "Customer Care Manager" and ensures that all customer requirements are met.xc2xb7 Implementing the service budgets by including the installed base development, the contractual/non-contractual work and service sales programs to meet the defined Healthcare target agreements.xc2xb7 Ensure highest technical, operational, and financial performance installation projects, equipment services and maintenance, upgrades and updates of medical equipment according to technical specification.xc2xb7 Cooperation with the Service Operation functions and follow the implemented the required Service Support Processes SERVOR (Registration, clarification, dispatch, spare part logistic, service confirmation)xc2xb7 Overview recourse development and execute required manpower calculation related to I-base development and budget frame.xc2xb7 Develop staff training in coordination with its respective supervisors/managers.xc2xb7 Ensure extensive sales support to the local sales organization / modality manager.xc2xb7 Coordinate customer pricing for maintenance contract and other service sales offers.xc2xb7 Ensure technical collaboration and knowledge transfer during sales offers and projects.xc2xb7 Holds the disciplinary responsibility for the staff it is assigned to him/her.xc2xb7 Due to the size of organization may be delegated to specific local supervisors/managers.xc2xb7 Informing the staff about the economic development of the businessxc2xb7 Customer satisfactionxc2xb7 Revenue growthxc2xb7 People leadership, coaching and development.xc2xb7 Stakeholder managementxc2xb7 Profitabilityxc2xb7 Productivityxc2xb7 Operational KPIsYour expertise:

• Diploma in Electrical Engineering (light current) or Electrical Engineering or similar
• Knowledge and experience on healthcare sector with preferably 5 years experience in repair and maintenance of the following modalities: All Modalities
• Thorough professional know-how in one Sub Job Family, based on practical experience and theoretical foundation.
• Focus on applying and expanding acquired knowledge base.
• Application of knowledge in broader professional context

• Must be a South African National
• Must have a valid passport.
• Must have a valid South African drivers license.
• Must not have restrictions to travel within SADC and abroad.
• Must be available on short notice to travel country wide and to Africa due to operational requirements and on long term projects as well as travel outside of the region to assist nationally.
• Excellence, Quality and Compliance in the daily interactions, operations and reporting is not a negotiable requirement, but mandatory for this role.

Who we are:
We are a team of more than 71,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.How we work:
When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individuals potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the worlds most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Check our Careers Site atAs an equal opportunity employer, we welcome applications from individuals with disabilities.We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. Please within our talent community and subscribe to personalized job alert that will keep you posted about new opportunities.To all recruitment agencies:Siemens Healthineers' recruitment is internally managed, with external support permitted only when a qualified supplier has established a formal contract with us. Unsolicited candidate submissions and referrals, absent a current supplier contract, do not establish consent and are ineligible for fees. We delete and destroy unsolicited information, thus, would recommend you refrain from any such practices. Your adherence to our policies is appreciated.

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