Customer Service Manager 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. 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 team as Customer Service Manager. Reporting to the Head of Field Service, the role of the Customer Service Manager has two dimensions; firstly to ensure that we provide high quality, profitable service support to our customers and secondly, to lead and motivate a team of Customer Service Engineers (CSE’s) to ensure they are giving the very best customer service possible. As a Customer Service Manager, you will be responsible for: Maintain highest customer satisfaction concurrent with running a profitable service business by developing strong relationships and communication channels with our customers. Look for opportunities to maximise service revenue within the region through customers equipment from warranty to service contract and for the re-newels of these service contracts, to maximise contract uptake within the region. Monitor the level of customer satisfaction at regular intervals. Respond to customers' queries and complaints. Ensure that, when necessary, corrective action is taken, root causes are determined and eliminated where possible. Effective management and escalation of unresolved customer technical problems Organise and chair appropriate service review meetings with the customer, ensuring appropriate service performance reports are generated to facilitate an open discussion around our performance. Line management responsibility for all CSE's within region, including performance management, recruitment, development, reward and Health & Safety, in line with the Management Standards and in compliance with the relevant HR policies. Required skills to have for the success of this role Line management experience Customer escalation management Service contract management/negotiation Mobile and flexible NHS awareness – Preferable 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 recognise 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. 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. Siemens Healthineers has been Certified™ as a ‘great place to work’. We are inspired to transform the way things are done – because we want what is best for our people, our customers, and ultimately to help everyone live longer and healthier lives. To find out more about our business and recent news, please explore our website. Benefits: A competitive salary Generous pension contributions 26 days holiday Access to our flexible benefits from private medical insurance to dental cover Corporate Social Responsibility opportunities including 2 paid volunteering days per year Support from our 24/7 employee assistance programme We recognise that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements with our applicants to encourage agile working. Organization: Siemens Healthineers Company: Siemens Healthcare Limited Experience Level: not defined Full / Part time: Full-time