: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 xe2x80x93 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 Healthineersxe2x80x99 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 xe2x80x93 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, KPIxe2x80x99s, 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:
MNCJobs.co.za will not be responsible for any payment made to a third-party. All Terms of Use are applicable.