Job Description
Do you want to join us in helping to fight the
world’s most threatening diseases and enabling access to care for more people
around the world?
At Siemens Healthineers, we pioneer
breakthroughs in healthcare. For everyone. Everywhere.
Our global team: We are a team of 66,000
highly dedicated employees across more than 70 countries passionately pushing
the boundaries of what’s possible in healthcare to help improve people’s lives
around the world. As a leader in the industry, we aspire to create better
outcomes and experiences for patients no matter where they live or what health
issues they are facing. Our portfolio, spanning from in-vitro and in-vivo
diagnostics to image-guided therapy and innovative cancer care, is crucial for
clinical decision-making and treatment pathways.
Our culture: We are part of an incredible
community of scientists, clinicians, developers, researchers, professionals,
and skilled specialists pushing the boundaries of what’s possible, to improve
people’s lives around the world. We embrace a culture of inclusivity
in which the power and potential of every individual can be unleashed. We spark
ideas that lead to positive impact and continued success. Check our Careers
Site at .
Position: Client Service Manager - Cleveland Clinic/Akron General
Location: Cleveland, OH
This is an on-site position requiring potential
daily physical presence at Cleveland Clinic Health System/Akron General Medical
Center (CCHS/AGMC) Facilities
- Establishes
and maintains close working relationships with the customer, local Service
Operations Manager (SOM), Key Account Manager (KAM)/Key Account Executive
(KAE) (Sales teams), Customer Service Engineers (CSEs), and other support
resources.
- Understands
the organizational structure of CCHS/AGMC business, along with that of the
Siemens service and sales support teams.
- Is
the “Voice of the Customer.”
- Acts
as the main point of contact for all customer communication and
interaction with internal sales, support, and service organizations.
- Supports
all aspects of service delivery and daily operations.
General Responsibilities:
- Business Management :
Works with Local SOMs to plan and manage the service business as
contracted through Siemens for CCHS/AGMC.
- Customer Satisfaction :
Works with local SOMs to help ensure customers receive optimum levels of
service and maintain high levels of customer satisfaction with Siemens.
- Administrative/Other Tasks : Performs administrative and other tasks required of
the position that support Siemens, service, and CCHS/AGMC.
- Meet
all Key Performance Indicators and metrics (KPI’s) of the business for the
assigned responsibilities.
- Monitor
training for personnel resources and provide feedback to SOMs to ensure
only trained personnel are servicing equipment.
- Tasks
and Support Activities of the CSM (Service Support).
· RESPONSIBILITY : Assist
in the Risk Share project at CCHS/AGMC.
- RESPONSIBILITY : Maintain CCHS/AGMC compliance for PMs
and Corrective Service Actions.
Daily Operational Activities and
Responsibilities:
- Immediate
availability to oversee all operational activities (acts as on-site SOM).
- Physical
visits to all main sites as contractually obligated and required by
CCHS/AGMC.
- Receives
system status alerts and provides regular communications to key CCHS/AGMC
contacts on all service activity, with a specific focus on EC1 (down
system) and EC2 (restricted operation) calls.
- Analyzes
and interprets Accounts Receivable (AR) status and provides guidance and
recommendations to internal partners.
- Communicates
information between customer and Siemens stakeholders (Sales &
Service).
- Engages
in technical escalation management by supporting the process with the SOM,
CSE, Customer Service Material Logistics (CSML) (parts) and technical
support resources. Communication to CCHS/AGMC is an essential part of this
activity. In addition, provides the sales team with regular updates.
- Analyzes
Preventive Maintenance (PM) and Update Instruction (UI) activity for all
FLs at the assigned CCHS/AGMC sites and communicates directly with
Customer Call Center (CCC) and CSE resources to deliver 100% compliance.
- Acts
as liaison between Siemens service team and CCHS/AGMC in-house service
(Clinical Engineering).
- Conducts
billing validation, oversees the Purchase Order (PO) process (to include
creation and approval request for vendor services) and performs any other
service-based administrative activity.
- Manages
escalations between internal and external service providers.
- Dispute NextGen P2P
vendor invoices.
- Ensure EAM/Nuvolo
equipment status is 100% accurate to SAP.
- Research Siemens Alerts
for AGMC.
- Provide Teamplay Fleet
training for CCHS/AGMC personnel as needed.
- Create, process and
implement ADD/REMOVE Addendums.
- Vendor management
interactions. eFSR collection, call
closing, PM Scheduling.
- Manage Day to day
service escalations.
- Assist with the Baseline
Inventory for all CCHS/AGMC equipment including Imaging Institute, Heart and
Vascular (HVI) and Oncology.
- Modify SAP as needed,
including eFSR mailing, PM Planning, etc.
- Power BI reporting for
SharePoint Outbound contracts.
- Call closing capability
for non-Risk Share and MV FLs.
Weekly Operational Activities and
Responsibilities:
- Reviews
PM and UI schedule and completion activity with the CCC and local
resources.
- Inventory
control by identifying and verifying equipment (FL) locations.
- Supports
Project Management activities and Installation activities (through
participation in weekly conference calls).
- Conducts
physical visits to all main sites.
- Works
with Contract Administrator (CA) to help qualify inventory and billing.
- Audits
invoices and works with AR credit and collection for both contract and
Time and Material (T&M) billing. Collaborates with SOM and
KAM/KAE.
- Track/manage
any onsite inventory (repair parts classified as depot level storage).
- Supports
local service team through interaction and engagement with support vendors
(i.e., Linde, Air Products, Siemens Building Technologies, etc.).
- RESPONSIBILITY : Create and distribute
internal and external service reports.
- RESPONSIBILITY : Generate Weekly (Open Call) report for
all CSE’s, CCHS/AGMC Clinical Engineering and vendors.
Monthly/Quarterly Operational Activities and
Responsibilities:
- Schedules
face-to-face meetings with appropriate customer representatives (RADIOLOGY
Management, Clinical Engineering, Finance).
- Collaborates
with SOM and KAM/KAE to conduct Quarterly Business Review (QBR)
- Identifies
End of Service (EOS) systems and communicates with sales team and customer
to avoid customer dissatisfaction.
- Tracks
and reports Clinical Education and Technical Training balances
- Participates
in local service/CSE quarterly meetings.
- RESPONSIBILITY : Monthly CCHS/AGMC Southern Region
meetings with CCHS/AGMC Radiology Management Team.
- RESPONSIBILITY : Planned Maintenance Scheduling.
- RESONSIBILITY : Lead
and present CCHS/AGMC QBR (Quarterly Business Review). Prepare all Imaging and HVI metrics (Response
Time, Downtime, Updates/Modifications, inventory, etc.).
Education and/or Experience
· Associate Degree in
Business, Technology or related area
- BS/BA
in a medical field, engineering/technology or business administration with
healthcare background preferred.
· SKILL : Microsoft Office Advanced – Excel, PowerPoint,
Word.
- Minimum
of 3 years professional experience with a background in supporting
multivendor imaging & biomedical technology maintenance operations
excellence.
- Acts
as advisor to customer management and business partners on asset
management matters
- Excellent
communication skills – verbal, written, presentation.
- Must
be results-driven, action oriented and passionate about making a positive
customer impact while balancing business needs.
· SKILL : Preferred – Siemens-specific Applications –
SAP, Qlik, Power BI, IBV, TeamPlay Fleet.
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posting on the Siemens Healthineers Career Site .
If you want to join us in transforming the way
healthcare is delivered, visit our career site at
If you wish to find out more about the specific
position before applying, please visit:
Successful candidate must be able to work with
controlled technology in accordance with US export control law. It is Siemens
Healthineers’ policy to comply fully and completely with all United States
export control laws and regulations, including those implemented by the
Department of Commerce through the Export Administration Regulations (EAR), by
the Department of State through the International Traffic in Arms Regulations
(ITAR), and by the Treasury Department through the Office of Foreign Assets Control
(OFAC) sanctions regulations.
As an equal-opportunity employer we are happy
to consider applications from individuals with disabilities.
Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
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Job Tags
Full time, Contract work, Local area, Immediate start,