Customer Services Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for customers regarding operational issues, encompassing troubleshooting, escalations, reporting, and general communications.

• Analyze customer requirements and feedback to facilitate prompt issue resolution.

• Deliver professional, timely, and effective support to customers.

• Supervise and lead a team of Customer Service Engineers, focusing on performance management, workforce planning, coaching, employee development, timekeeping, and scheduling.

• Create service schedules and allocate tasks in line with customer needs, business priorities, and team capabilities.

• Evaluate employee skills and performance while providing coaching and on-the-job training.

• Recognize opportunities for professional growth and additional training.

• Ensure adherence to quality, safety, regulatory standards, FDA Good Manufacturing Practices, and company policies.

• Collaborate with cross-functional teams to meet customer needs, resolve issues, and support operational goals.

• Proactively identify and tackle operational challenges and opportunities.

• Use sound judgment during customer interactions, operational decision-making, and resource management.

• Track and assess service performance metrics.

• Execute continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

• Oversee the installation, servicing, maintenance, and modification of equipment at customer sites.

⛳️ Requirements

• An associate degree (A.A. or A.S.) in a relevant field, or a comparable combination of education, training, and experience.

• A minimum of 2–5 years of experience in field service, customer service operations, leadership, or a related role is preferred.

• Capability to effectively lead teams, prioritize tasks, and provide exceptional customer service.

• Excellent written and verbal communication skills.

• Ability to foster positive working relationships with customers, colleagues, technical support teams, and internal partners.

• Competence to work both independently and collaboratively in a team-oriented environment.

• Willingness and ability to engage in hands-on service activities when business needs arise, if necessary.

• Readiness to travel domestically and internationally as required.

• Flexibility to work varied schedules, including on-call duties, evenings, weekends, or alternative shifts as dictated by business needs, if needed.

• Dedication to maintaining a safe, inclusive, and respectful workplace.

• Ability to adjust to changing priorities and operate effectively in a fast-paced, customer-focused environment.

• Proven professionalism, accountability, and a commitment to continuous improvement.

• The position requires full access to Siemens Healthineers' client sites.

• Must comply with applicable Vendor Credentialing requirements, which may involve valid identification, criminal background checks, drug screenings, immunizations, annual TB testing, and healthcare training.

• Must be able to work with controlled technology in accordance with U.S. export control law.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) retirement plan.

• Life insurance.

• Long-term and short-term disability insurance.

• Paid parking/public transportation.

• Paid time off.

• Paid sick and safe time.

• Opportunities for professional development and additional training.

• On-the-job training.

• Flexible schedules, including on-call assignments, evenings, weekends, or alternative shifts, as dictated by business needs.

• Eligibility for commission, if applicable.