Customer Service Operation Manager

jobid
- 463944

jobfamily
- Customer Services

company
- Siemens Healthcare Limited

organization
- Siemens Healthineers

jobType
- Full-time

experienceLevel
- Experienced Professional

contractType
- Permanent

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

At Siemens Healthineers, 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.

**Your Role**:

- You are responsible to ensure the functional operation of a Customer Care Centre and implement the required Service Support Process SERVOR (Registration, dispatch, spare part logistic, service confirmation).
- You are responsible to provide qualified resources for pre-clarification according SERVOR processes.
- You are responsible to define and supervise the escalation process into the Regional Support Centre. (RSC)
- You are responsible for introducing and maintaining the ERP / service management system. (SPIRIDON)
- You are responsible to maintain local customer database. (Installed base)
- You are responsible to ensure proper data collection for any service incident.
- You are responsible to provide key performance parameter (KPI) as required by HC standards, related to product data, installed base and service performance.
- You are responsible to report regional management on current service situation.
- You are responsible to escalate service incidents according to defined parameter.
- You are responsible to ensure commercial efficiency and profitability of the service operation.
- You are responsible to analyze the commercial and technical key data (Score Cards).
- You are responsible to propose and implement measures for obtaining the agreed targets and budget values in coordination with the technical and commercial management.
- You are responsible to ensure with high operational performance expected high customer satisfaction
- You are responsible to follow up any customer complaint.
- You are responsible for overviewing CSE recourse development and execute required manpower calculation related to installed base development and budget frame.
- You are responsible to develop CSE training plan in coordination with the modality supervisor.
- You are responsible to operate and control logístical activities within Customer Services.
- You are responsible to order and return spare parts from / to global CS Logistic Centers.
- You are responsible to control and deliver tool and test equipment.
- You are responsible to provide qualified resources for SRS (remote services) and EPS (extended product service) Services Support.
- You are responsible to set up responsibility for the focused development of the field force and the processes necessary to leverage the SRS infrastructure into other service/business offerings.
- You are responsible to hold the disciplinary responsibility for the staff it is assigned to him/she

**Your Expertise**:

- You have at least a 5 -7 years of experience in Customer Service /Call Centre Management and have an open mind in leading continuous CS Operations initiatives especially efforts in companywide Collaborations & Communications
- You have experience in managing, leading and motivating teams and individuals You have experience handling customer complaints & satisfaction.
- You have a Biomedical electronics or relevant degree with reading and writing skills in English and IT experience.
- You have experience in dealing with colleagues, customers, and partners, ensuring each voice is heard to foster an inclusive culture.
- You can advocate for innovative ideas to expand the boundaries of our current thinking and ways of working.
- If things go wrong, adapting a mindset of share knowledge, “let’s-fix-it-together” and reflect on lessons learned, strive continuously to improve teams’ performance.
- You can develop trusting relationships and work across boundaries to leverage our united strengths.
- You can focus on Customer satisfaction, create new and maintain relationships with customers.
- You believe and develop staff skills, Ensure an effective and coherent team with minimum effort and cost.
- You must be aware the decisions need to be able to make. Therefore, you need to commit about implementing the decision and be able to convince others about its value.
- You can coach and develop others.

**Who we are**:
We are a team of more than 73,000 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 sci