Client Service Manager - Cleveland Clinic/Akron General Job at Siemens Medical Solutions USA, Inc., Malvern, PA

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  • Siemens Medical Solutions USA, Inc.
  • Malvern, PA

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.

Beware of Job Scams

Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the 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,

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