Regional Service Manager - Manhattan, NY

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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 Responsibilities

• Work to maximize customer loyalty and satisfaction
• Communicate the value proposition of Siemens service to customers
• Obtaining service financial goals through revenue attainment and effective cost containment.
• Ensure compliance with FDA Good Manufacturing Practices
• Meet annual RSM goals and metrics as established
• Hire, develop, train and coach Customer Service Engineers (CSE’s)
• Prioritize customer and business objectives to provide clear direction to CSE’s

Specific Daily Responsibilities

• 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
• 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
• Administrative/Other Tasks: Performs administrative and other tasks required of the position that support Siemens, service, and NYU

Daily Operational Activities and Responsibilities:

• Immediate availability to oversee all operational activities
• Physical visits to all main sites as contractually obligated and required
• Receives 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) calls
• Actively uses all informat