Posted on :
20 Sep, 2013
20 Sep, 2013
Job ID: 148837
Job Family: Customer Services
What are the responsibilities of the position?
Managing all Operational matters related to the dedicated modalities
Ensure highest performance of the equipment which he/she signs responsibility
Support CCC call clarification, escalation and remote service and repair processes
Maintain highest customer satisfaction incl. profitability in particular within the framework of Siemens Healthcare, Customer Services
Informing the Customer Service Engineers (CSEs) about the economic development of the business during CSE meetings taking place at regular intervals.
Call Clarification: Responsible for pre and expert clarification of all appropriate CS service calls created by and as allocated by the USC call handling process, including contacting the customer for further clarification if required.
Escalation: Calls to be escalated as required, e.g. to RSC or applications support, for further clarification as required. (Note: CSE field support is via the RSC
Remote Fix: For T&M, warranty or contract customers, carry out remote fault finding and repair in order to try and fix the problem without dispatching a CSE (Call avoidance)
Vetting of calls as required, e.g. follow up calls raised by CSE’s, checking parts ordered, vetting of UI calls as appropriate, etc
All time spent supporting the call handling process is recorded on SAP to enable productivity to be captured and measured against set targets, and to ensure full call history is available, as well as to demonstrate added value to customers
Where a CSE is to be dispatched, make informed recommendations to CCC staff on any tools, spare parts (Contract dependent) together with recommendations of skill levels required, estimated repair times, etc.
Monitoring: Proactively monitor notifications to ensure required steps and actions are completed within appropriate timescales and to maintain customer satisfaction and expectations, in line with contractual service level agreements
Oversee and manage update process for specific Modality to ensure no deadlines as missed.
Planning and implementing the service budget within the assigned modality by including the installed base, the contractual/non-contractual work and the sales programs in accordance with the basic conditions provided by the Technical Manager
Supporting the field force in any technical issues related to the assigned modality
Inform the field about technical developments, strategies and market programs
Comply to national and local regulations and safety standards, as well as technical and operational guidelines from Siemens Healthcare
Providing support in the sale of service products, such as maintenance contracts etc. supported by the Sales Department and Service Marketing
Overview CSE resource development and execute required man power calculation related to I-base development and budget frame
Develop CSE training in coordination with the USC manager
How to Apply
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