Overview
Join to apply for the Field Service Manager role at Siemens Healthineers.
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.
Reporting to the Head of Field Service, the role of the Customer Service Manager has two dimensions: to ensure high quality, profitable service support to our customers and to lead and motivate a team of Customer Service Engineers (CSEs) to deliver the best possible customer service. The ideal candidate will be based close to Crewe or Stoke, or the surrounding area. Customer support should differentiate Siemens from the competition by developing strong relationships, building confidence and trust. The management of CSEs requires planning to maximise efficiency and availability, meeting targets on response and fix times, while remaining within agreed costs.
Job Responsibilities
* Maintain highest customer satisfaction concurrent with running a profitable service business by developing strong relationships and communication channels with customers.
* Identify opportunities to maximise service revenue within the region through conversion of IM/CP customers’ equipment from warranty to service contract and renewals to maximise contract uptake within the region.
* Monitor customer satisfaction at regular intervals; respond to queries and complaints; implement corrective action, determine root causes, and eliminate where possible.
* Effectively manage and escalate unresolved customer technical problems.
* Organise and chair service review meetings with customers, ensuring service performance reports facilitate open discussion around performance.
* Line management responsibility for all CSEs within region, including performance management, recruitment, development, reward and Health & Safety, in line with Management Standards and HR policies.
* Coordinate with the Customer Care Centre to ensure CSEs meet commitments and contractual obligations (e.g., Response Times, Fix Times, Customer Care Centre targets).
* Ensure CSEs have the right balance of training to cover the installed base within the region.
* Motivate and develop CSEs to provide the best service support and encourage excellent communication skills.
Your Skills & Experience
* Excellent customer service skills in developing strong relationships and building confidence and trust.
* Be able to meet targets on response and fix times
* Strong stakeholder management skills, internal and external
* Ability to lead a diverse team of engineers
* Experience managing budgets or financial activity
* Full UK driving license
Our Benefits
* 26 days' holiday with option to buy or sell an additional 5 days
* Company vehicle
* Up to 10% employer pension contribution
* Share and bonus scheme
* Flexible benefits including private medical insurance and dental cover
* CSR opportunities including 2 paid volunteering days per year and 24/7 employee assistance programme
Who we are
We are a team of more than 71,000 Healthineers in more than 70 countries. As a leader in medical technology, we create better outcomes and experiences for patients, no matter where they live or what health issues they face. Our portfolio supports clinical decision-making and treatment pathways.
How we work
When you join Siemens Healthineers, you become part of a global team of scientists, clinicians, developers, researchers, professionals, and specialists who believe in each individual’s potential to contribute with diverse ideas. We welcome diverse backgrounds, cultures, religions, political and/or sexual orientations, and work together to fight the world’s most threatening diseases and enable access to care, united by a single purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.
As an equal opportunity employer, we welcome applications from individuals with disabilities. Siemens Healthineers are proud to be a Disability Confident Committed employer. If you require adjustments at any stage of the recruitment process, please let us know.
We care about your data privacy and take GDPR compliance seriously. Please create a profile within our talent community and subscribe to personalized job alerts rather than sending CVs by email.
Note for recruitment agencies: Siemens Healthineers’ recruitment is internally managed, with external support only when a qualified supplier contract exists. Unsolicited candidate submissions absent a current supplier contract are ineligible for fees. We delete unsolicited information and discourage such practices.
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