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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 Field Service Manager (South East) has two dimensions: first, to ensure that we provide high‑quality, profitable service support to our customers; second, to lead and motivate a team of Customer Service Engineers (CSE’s) to ensure they are delivering the best possible customer service. The ideal candidate will be based in South East London or the surrounding area (Kent/Essex).
Job Responsibilities
* Maintain highest customer satisfaction concurrent with running a profitable service business by developing strong relationships and communication channels with customers.
* Look for opportunities to maximise service revenue within the region through conversion of IM/CP customers’ equipment from warranty to service contract and for the renewal of these service contracts, to maximise contract uptake within the region.
* Monitor the level of customer satisfaction at regular intervals. Respond to customer queries and complaints. Ensure that, when necessary, corrective action is taken, root causes are determined and eliminated where possible.
* Effective management and escalation of unresolved customer technical problems.
* Organise and chair appropriate service review meetings with customers, ensuring appropriate service performance reports are generated to facilitate an open discussion around our performance.
* Line‑management responsibility for all CSEs within the region, including performance management, recruitment, development, reward and Health & Safety, in line with the Management Standards and in compliance with relevant HR policies.
* In conjunction with the Customer Care Centre, ensure effective coordination of CSEs so that the team meets its commitments and contractual obligations to customers (e.g., Response Times, Fix Times, Customer Care Centre targets, etc.).
* Ensure our Customer Service Engineers have the right balance of training to cover the installed base within the region.
* Motivate and develop our Customer Service Engineers to provide the best service support, encouraging them to develop excellent communication skills.
Your Skills & Experience
* Be able to meet targets on response and fix times.
* Have strong stakeholder‑management skills, both internal and external.
* Have the ability to lead a diverse team of engineers.
* Have experience managing budgets or financial activity.
* Hold a full UK driving licence.
Our Benefits
* 26 days’ holiday with the option to buy or sell an additional 5.
* Company vehicle.
* Up to 10% employer pension contribution.
* Share and bonus scheme.
* Access to flexible benefits from private medical insurance to dental cover.
* Corporate Social Responsibility opportunities including 2 paid volunteering days per year and support from our 24/7 employee assistance programme.
Who we are
We are a team of more than 71,000 highly dedicated Healthineers in over 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 face.
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 are from different backgrounds, cultures, religions and orientations, and work together to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.
Equal Opportunity & Recruitment
We are an equal‑opportunity employer. Siemens Healthineers is 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 compliance with GDPR and other data‑protection legislation seriously. Please create a profile within our talent community and subscribe to personalized job alerts, rather than sending CVs or resumes by email.
To all recruitment agencies:
Siemens Healthineers' recruitment is internally managed, with external support permitted only when a qualified supplier has 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, thereby recommending that you refrain from any such practices. We appreciate your adherence to our policies.
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Other
Industries
* Medical Equipment Manufacturing, Hospitals and Health Care, and Biotechnology Research
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