Regional Service Manager - Manhattan, NY

Headquarters: CYA GR URL: http://siemens-healthineers.com 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.Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit.This is a role well suited to an ambitious professional, looking for the next step in their career. As a Regional Service Manager, you will be responsible for:Managing the healthcare Field Service business by directing, coordinating, and leading the organization and its activities to meet customer service expectations and financial metrics. The Regional Service Manager reports to the Zone Vice President of Northeast and Southeast Service.General ResponsibilitiesWork to maximize customer loyalty and satisfactionCommunicate the value proposition of Siemens service to customersObtaining service financial goals through revenue attainment and effective cost containment.Ensure compliance with FDA Good Manufacturing PracticesMeet annual RSM goals and metrics as establishedHire, develop, train and coach Customer Service Engineers (CSE’s)Prioritize customer and business objectives to provide clear direction to CSE’sSpecific Daily ResponsibilitiesEstablishes 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 resourcesIs the “Voice of the Customer”Acts as the main point of contact for all customer communication and interaction with internal sales, support, and service organizationsSupports all aspects of service delivery and daily operationsAdministrative/Other Tasks: Performs administrative and other tasks required of the position that support Siemens, service, and NYUDaily Operational Activities and Responsibilities:Immediate availability to oversee all operational activitiesPhysical visits to all main sites as contractually obligated and requiredReceives system status alerts and provides regular communications to key contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) callsActively uses all information in the Customer Distress Index (CDI) dashboard to identify specific Functional Locations (FLs) which are causing customer distress.  Partners closely with the SOM team, while keeping KAE/KAM (Sales partners) updatedAnalyzes and interprets Accounts Receivable (AR) status and provides guidance and recommendations to internal partnersCommunicates 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. In addition, provides the sales team with regular updatesAnalyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at the assigned sites and communicates directly with Customer Call Center (CCC) and CSE resources to deliver 100% complianceActs as liaison between Siemens service team and NYU in-house service (Biomed/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 activityManages escalations between internal and external service providersWeekly Operational Activities and Responsibilities:Reviews PM and UI schedule and completion activity with the CCC and local resourcesInventory control by identifying and verifying equipment (NY) locationsSupports Project Management activities and Installation activities (through participation in weekly conference calls)Conducts physical visits to all main sitesWorks with Contract Administrator (CA) to help qualify inventory and billingAudits invoices and works with AR credit and collection for both contract and Time and Material (T&M) billing.  Collaborates with SOM and KAM/KAETrack/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.)Monthly/Quarterly Operational Activities and Responsibilities:Schedules face-to-face meetings with appropriate customer representativesCollaborates with KAM/KAE to conduct Quarterly Business Review (QBR)Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfactionTracks and reports Clinical Education and Technical Training balan