Customer Success Manager - Oklahoma City, OK

Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.

At Siemens Healthineers, We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting? Then come and join our global team as Customer Success Manager.

Our global team: We are a team of more than 68,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers.

This is a role well suited to an ambitious professional, looking for the next step in their career. As a Customer Success Manager, you will be responsible for:

This position provides direct leadership of the Total Optimization Program (TOP) /Healthcare Technology Management (HTM) operations for facilities within the assigned area. Responsible and accountable to develop and execute in-house HTM strategies, ensure delivery of a comprehensive preventive maintenance and repair program, budget processes, and medical equipment reporting process. This position is involved with the distribution of resources (staffing, budgets, and outside vendor services) of the Medical Equipment Management Program. Reviews, audits, and participates in decision support activities related to problem diagnosis, repair, preventive maintenance, and quality assurance of patient care. Participates in the development of annual goals and objectives related to supporting the development of service in response to the medical equipment service support needs of the assigned area and the healthcare system.

Scope:

Reports to Zone Vice President with dotted line responsibilities to the local RSM and the Point Of Contact (POC) at the corresponding facilities(s). Coordinates established TOP/HTM Standards for single and or multiple facilities throughout the assigned area.

Responsibilities:

Leadership

• Works with all caregivers within the HTM operation as it pertains to the management of medical and imaging equipment within the assigned area.
• Provides an advanced level of project management skills to facilitate the accomplishment of strategic goals.
• Coordinates or assists with all equipment management projects associated with the various aspects of the equipment life-cycle which includes but not limited to assessments, surplus activities, and capital equipment replacement planning for new or existing medical equipment.
• Participates in local and corporate teams representing TOP/HTM initiatives.
• Helps develop best practice models for management of clinical equipment for responsible client using continuous improvement principles.
• Initiates and facilitates change, when appropriate, within the service organization.
• Displays a vision of the TOP/HTM and provides leadership to obtain the shared vision.
• Program Management
• Hands on technical support, an expectation may include up to 20% of this individuals time to perform hands on support where and when needed.
• Oversees workflow development and execution of the TOP/HTM service program within the assigned area.
• Responsible to ensure adherence to policies, procedures and regulatory requirements from accrediting entities, government agencies, and other applicable regulating bodies.
• Provides expertise and advice with regards to service contract management, performance monitoring, equipment standards development and monitoring, and utilization of medical equipment in the assigned area.
• Works with local and corporate departments to coordinate monitoring and tracking of recalls and alerts for medical equipment within the TOP program.
• Uses basic computer software packages to provide necessary data for benchmarking and metric tracking.
• Participates with assigned safety committees to ensure regulatory agency compliance.
• Acts as the main point of contact for all customer communication and interaction with internal sales and service organizations
• Is the “Voice of the Customer”
• Understands the organizational structure of the client’s business, along with that of the Siemens service and sales support teams
• Participate in the development and implementation of Key Performance Indicators (KPI’s) of the business for the assigned responsibilities
• Accountable as data integrity steward to ensure accurate data is contained in the Computerized Maintenance Management System (CMMS).

Resource Management

• Provides ongoing transparent data to all stakeholders. Conducts leadership rounding.
• Oversees the hiring process including interviewing, orienting, and on boarding, as well as the employee corrective action process, be it for a partner and or direct Siemens TOP employees.
• Evaluates staff competency through use of performance evaluations, mandatory education requirements, staff meetings, employee coaching, and mentoring.
• Role models and fosters a department culture of professionalism and employee engagement.
• Shares in and accepts fiscal responsibility for the Medical Equipment Management Program.

Quality and Service Culture

• Accountable for the development of a best practice quality service program.
• Develops and maintains relationships with users, physicians, administration, finance, department managers, materials management, and others to further equipment management processes in assigned area.
• Evaluates internal staff and Authorized Service Provider (ASP) productivity to ensure a quality service program.
• Evaluates equipment service needs and communicates with clinical caregivers on proper device use and safety
• Leads and cultivates a culture of Siemens values and integrity.
• Proactively identifies customer needs. Develops and implements customer specific solutions. Maintains internal and external customer satisfaction metrics within the assigned area.

Required skills to have for the success of this role

• Bachelor's degree, and or-
• Five years of work experience in HTM industry including two years in a supervisory role.
• Experience managing a budget and tracking the financial performance of a medical equipment management program.
• Demonstrated working understating of all the key functions needed to create and manage a health care medical equipment maintenance and management service program.
• Demonstrated strong communication skills with the ability to present ideas and initiatives to cross-functional groups.
• Demonstrated detail oriented, sound decision making ability, and a diplomatic demeanor.

Physically requirements:

• Interact with others requiring the employee to communicate information.
• Operate computers and other office equipment requiring the ability to move fingers and hands.
• See and read computer monitors and documents.
• Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.

Area of focus:

• Compliance- Ensures adherence to Siemens, National and local Governing Bodies
• Reports- All reports will be generated, validated, delivered timely and in accordance with clients’ needs based on internal and external
• Inventory Management- Ensure adds and Deletes are managed, and corresponding billings adjusted
• Service Delivery- Valid all “Active” devices are assigned appropriate levels of coverage and documented accordingly for tracking and billing purposes.
• Customer Satisfaction- On an ongoing basis validate customers level of satisfaction ensuring at a minimum “meeting expectations” to include actions for improvement.

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose: To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

If you want to join us in transforming the way healthcare is delivered, visit our career site at https://jobs.siemens-healthineers.com/careers

If you wish to find out more about the specific division before applying, please visit: https://usa.healthcare.siemens.com/about.

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“Successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.”

As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.