The Manager, Customer Services Operations provides highly visible customer support through the leadership and management of onsite installation, service, maintenance, and modification of equipment at customer locations. This role is a critical component of the organization's commitment to delivering exceptional customer experiences and solving complex operational and technical challenges.
The Manager, Customer Services Operations leads a team of Customer Service Engineers supporting assigned customers, locations, and/or defined territories. The role serves as a key point of contact for customers, providing operational updates, managing escalations, and ensuring service excellence. In addition, the Manager, Customer Services Operations builds and maintains effective working relationships with technical support teams, customer personnel, and internal sales and service partners to ensure customer needs are met efficiently and effectively.
This position is accountable for the successful execution of onsite customer service operations, driving continuous improvement initiatives, and delivering overall service performance and customer satisfaction.
Key Responsibilities
- Serve as the primary customer liaison for operational matters, including troubleshooting, escalations, reporting, and general communications. Interpret customer needs and feedback and drive timely resolution of issues.
- Demonstrate a strong customer-focused approach by actively listening, responding to concerns, and providing professional, timely, and effective support.
- Lead and manage a team of Customer Service Engineers, including performance management, workforce planning, coaching, employee development, and administrative responsibilities such as timekeeping and scheduling.
- Develop service schedules and assign work based on customer requirements, business priorities, and team capabilities.
- Assess employee skills and performance, provide coaching and on-the-job training, and identify opportunities for professional development and additional training.
- Ensure all work is performed in accordance with established quality, safety, and regulatory standards.
- Partner with cross-functional teams across the organization to address customer needs, resolve issues, and support operational objectives.
- Proactively identify and address challenges and opportunities, taking initiative to meet customer expectations and business goals.
- Maintain compliance with applicable FDA Good Manufacturing Practices (GMPs), company policies, and regulatory requirements.
- Exercise sound judgment in customer interactions, operational decision-making, and the management of company resources.
- Monitor and evaluate service performance metrics and implement continuous improvement initiatives to enhance operational effectiveness and customer satisfaction.
Qualifications
- Associate degree (A.A. or A.S.) in a related field, or an equivalent combination of education, training, and experience.
- Minimum of 2–5 years of field service, customer service operations, leadership, or related experience preferred.
- Demonstrated ability to effectively lead teams, manage priorities, and deliver high levels of customer service.
- Strong written and verbal communication skills, with the ability to communicate effectively with stakeholders at all levels of the organization.
- Proven ability to build positive working relationships with customers, colleagues, technical support teams, and other internal partners.
- Ability to work independently and collaboratively in a team-oriented environment.
- Ability and willingness to perform hands-on service activities when business needs require (if applicable).
- Ability and willingness to travel domestically and internationally, as needed, for customer support, business meetings, or training.
- Ability and willingness to work flexible schedules, including on-call assignments, evenings, weekends, or alternative shifts, as required by business needs (if applicable).
Additional Requirements
- Commitment to maintaining a safe, inclusive, and respectful work environment.
- Ability to adapt to changing priorities and operate effectively in a fast-paced customer-focused environment.
- Demonstrated professionalism, accountability, and commitment to continuous improvement.
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The base pay range for this position is:
$99,930 - $137,401
Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.
If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.
Position must have full access to Siemens Healthineers' client sites to perform the essential functions of this position. Many clients require Siemens Healthineers employees and representatives to meet certain Vendor Credentialing requirements before they will be allowed to have access to their sites. Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access and must continue to meet those requirements during the course of employment in this position. These requirements vary by client and may include, but are not limited to: Proof of valid identification (photo, driver's license, SSN) Criminal background checks Drug screens Immunizations (COVID-19, Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare training.
