Job description

Position: Operations Professional 1

Location: Cary, NC

Job ID: SIMNJP00071835

Job Description:

• This position is in the Siemens Healthineers customer care center, it is not a typical call center position. Candidates must have a mix of advanced customer service experience, outside of entry level positions, and call centers.

• Successful candidates have extensive administrative and customer service experience in various industries. Candidate must be local to Cary NC as this is not a full-time remote position.

• Adherence to process, problem solving, critical thinking skills, adaptability and flexibility are required to be successful.

Shift Option:

· M-F start time of 8:00AM or 9:00AM and ending 9 hours later with 1 hour lunch

Position Overview:

Acting as a Regional Operations coordinator you will partner with Siemens Healthineers customers, Internal Technical Support team, and Field Personal to coordinate the planning and service delivery of field resources to complete reactive and proactive service activities, ensuring optimal operational availability of the customer’s imaging equipment for the purposes of quality patient care.

This individual will effectively deploy resources within the service organization to ensure service activities are appropriately aligned with contractual agreements, directing large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution. They are accountable for delivering world-class customer experience by providing support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload. This role will report to the Zone Operations Manager and will be part of a team focused on customer success.

Expected role activities:

For our customers:

· Coordinate the planning and delivery of systematic service delivery: call handling, service scheduling, parts ordering, appointment confirmations, improving customer confidence and driving value of Siemens Healthineers products and services.

· Work closely with cross-functional teams to ensure a positive customer experience.

· Monitor customer requests and overall system compliance to confirm equipment readiness for patient care.

· For Siemens:

· Support on-site customer facing personnel i.e. Regional Service Manager/Customer Service Engineer in meeting customer expectations as needs vary throughout system lifecycle.

· Document customer satisfaction issues and escalate through appropriate channels.

· Facilitate cross-functional awareness of customer needs between internal stakeholders to minimize unintended conflicts or negative impacts on customer operations.

Required Knowledge/Skills, Education, and Experience:

· 2-5 years’ experience in a customer relationship related role, in a fast-paced environment

· Positive attitude and passion for customer service.

· Superior follow-through and time management skills

· Mastery of time management, Critical thinking, and problem-solving skills

· Be a self-starter with attention to detail and ability to learn quickly and efficiently

· Ability to work with minimal guidance and supervision

· Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of quality

· Experience communicating ideas and rationale to internal teams and customers.

· Must have excellent interpersonal skills, interact favorably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.

· Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue. Strong PC skills (MS office software like Work, PowerPoint, Excel and Outlook)

· Associate degree or equivalent experience required

Preferred Knowledge/Skills, Education, and Experience:

· 3+ years of practical Customer Support experience supporting Healthcare, educational, industrial, construction, mechanical, or electrical industries.

· Ability to professionally investigate and respond to requests in a timely manner

· Strong communication skills and are adaptable to change

· Ability to think at a high level and apply business concepts.

· Experience to anticipate customer needs.

· A history of acting as a collaborative team player with cross-functional teams.

· An interest in solving problems that don’t have obvious solutions.

Job Type: Contract

Salary: $19.00 - $21.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Cary, NC 27511: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 2 years (Preferred)
• Healthcare: 2 years (Preferred)
• Medical Devices: 2 years (Preferred)
• Customer support: 2 years (Preferred)

Work Location: One location

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