Siemens Mgr, Field Engineering in Norwood, Massachusetts
Mgr, Field Engineering
Job Family: Customer Services
Division: Siemens Healthineers
Business Unit: Services
Requisition Number: 200883
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: 20%
Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.
With 45,000 employees Siemens Healthineers is one of the world’s largest suppliers of technology to the healthcare industry and a leader in medical imaging, laboratory diagnostics and healthcare IT. All supported by a comprehensive portfolio of clinical consulting, training, and services available across the globe and tailored to customers’ needs. So that more people can have a life that is longer, richer, and more filled with happiness.
For more information, please visit: http://www.usa.siemens.com/healthineers
Siemens US Talent Acquisition
The Technical Solutions Center (TSC) Manager is responsible for coaching and developing a team of Technical Solutions Technicians in a 7x24 technical call center. The Manager works with the team to ensure high quality technical phone support to internal and external customers resulting in a high level of customer satisfaction. They are also instrumental in f orming and maintaining a cohesive and consistent team across all TSC sites through collaboration and communication.
The individual in this role must have highly effective management and interpersonal skills with demonstrated problem solving, team building and organizational abilities. The position requires excellent verbal and written communication skills with the ability to facilitate issues and delegate appropriately. Must be able to motivate team members and drive goal performance with a focus on continuous improvement and employee engagement.
Exhibits characteristics and behaviors which support TSC Mission, Vision and Values.
Creates an open, supportive environment.
Demonstrates commitment to exceeding the TSC goals.
Monitors team performance and KPIs and collaborates with Senior Managers and TBLs to implement appropriate corrective actions.
Evaluates direct report performance and identifies areas of developmental need and/or high potential talent.
Conducts monthly one/one sessions with employees for coaching and feedback and to identify opportunities to support the individual's professional growth.
Develops and implements performance improvement plans if necessary.
Partners with the Senior Managers and TBLs to develop employees, drive efficiencies, and improve technical expertise and service levels.
Responsible for day-to-day operations including appropriate staffing for all shifts and monitoring call log/queue activity.
Drives effective management of customer escalated issues for timely and appropriate resolution.
Ensures documentation of customer complaints meet regulatory (FDA and ISO) guidelines as defined in TSC procedures.
Identifies opportunities to improve quality and efficiency within the department.
Reviews customer satisfaction survey results and works directly with customers as needed to resolve customer satisfaction issues.
Required Knowledge/Skills, Education, and Experience
BS/BA in related discipline or equivalent experience (Business, Medical Technology, Engineering)
Highly effective management and interpersonal skills with demonstrated problem solving, team building and organizational abilities
Excellent verbal and written communication skills with the ability to facilitate issues and delegate appropriately.
Must be able to motivate team members and drive goal performance with a focus on continuous improvement and employee engagement
Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
Preferred Knowledge/Skills, Education, and Experience
Experience in a 7x24 Call Center environment
Experience in an FDA regulated environment
Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.
EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .
Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here at https://www.dol.gov/ofccp/pdf/PayTransparencyNotice_JRFQA508c.pdf .