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 global team as a VIP Customer Experience Coordinator to to partner with Siemens Healthineers’ customers and internal teams to coordinate all facets of service delivery. Our global team: We are a team of 66,000 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 VIP Customer Experience Coordinator, you will be responsible for: Single point of contact for VIP customers, responsible for managing internal processes from start to resolution. Works with all internal partners when required, and manages any other customer related responsibilities as they arise Provides dedicated phone and email support for all VIP customers, opening reactive service requests and transferring to a clinical expert whether applications or technical support. Escalate when needed for outstanding action on all customer notifications & requests Follows up with customers to ensure all activities/events were completed to the customer’s complete satisfaction Follow customer tickets in SAP to ensure all service notifications and dispatches are handled in accordance with the contract Lead & manage internal customer account meetings Monitor customer health, by maintaining intimate knowledge of all inquiries and open issues related to the customer and ensure they are resolved to their satisfaction. Look for trends within customer’s history and request deeper investigations, providing insights back to Service & Sales teams Coordinate with local service teams for reactive and planned work, tracking contract performance metrics, and ensuring process efficiency to enable our customers to deliver high quality patient care. Proactively reach out to customer, when appropriate, to monitor site and head off issues Provide customized reporting to demonstrate value of service for presentation to the customer Provide daily summary report, detailing all open and closed notifications and scheduled PMs/Mods Track customer approvals for service events to ensure correct documentation within SAP Onboard new customers using the customer RACI Matrix, tracking through to completion. Maintain all associated internal and external customer documentation Maintain consistent/organized folder structure & customer planners on MS Teams, to allow easy location of materials for all customers This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers Delivering world class service to high end customers, and must be proactive in solving problems and skilled in time management Support on-site customer facing personnel i.e. Client Service Manager/Regional Service Manager/Customer Service Engineer in exceeding customer expectations as needs evolve throughout contract lifecycle Utilize resources within the service organization to ensure service activities are appropriately aligned with contractual agreements. Represent the VIP Team internally and help answer questions and requests for information as needed Works with all internal business partners to setup kickoff meetings, onsite observations and coordinate subsequent internal partner meetings to ensure customer deliverables are met. Partner with the CentriCare Brand and Product Managers to develop and implement new ideas and services, to continually grow and adapt the VIP offering to the customers changing needs Proactively engage with customers in a consultative manner to identify business objectives and challenges Required skills to have for the success of this role 2-5 years’ experience in a customer relationship-focused role in a fast-paced environment Must have strong presentation skills, and be comfortable leading discussions with internal and external audiences Positive attitude and passion for customer service 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 with a high level of professional integrity Detail-oriented and able to lead cross-functionally in ensuring process compliance Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue Comfortable and confident in communicating to internal and external audiences in both written and verbal formats Strong PC skills (Microsoft Office software like Word, PowerPoint, Excel, and Outlook) Associate degree or equivalent experience required Hours: Mon-Fri 11:00am – 8:00pm; Rotating weekend standby coverage 8am – 6pm Siemens Healthineers has recently announced the next steps in our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity. Going forward, please be aware that Siemens Healthineers requires full COVID-19 vaccination for all new hires by their start date, except where prohibited by state law. Accommodations may be requested for certain medical or religious reasons. If you choose to submit an accommodation request it should be submitted within 3 business days of receiving a verbal offer. Details on how to submit approval will be provided by your recruiter. An accommodation approval must be confirmed prior to your start date. A start date cannot be confirmed until the accommodation has been reviewed. An accommodation is based on your role. If you are a currently a Siemens Healthineers employee with an existing approved accommodation, it will need to be re-evaluated prior to starting a new role. 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. Beware of Job Scams Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers Career Site. If you want to join us in transforming the way healthcare is delivered, visit our career site at https://usa.healthcare.siemens.com/careers. If you wish to find out more about the specific before applying, please visit: https://usa.healthcare.siemens.com/about. As an equal-opportunity employer we are happy to consider applications from individuals with disabilities. Organization: Siemens Healthineers Company: Siemens Medical Solutions USA, Inc. Experience Level: Early Professional Job Type: Full-time 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 unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, 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. Pay Transparency Non-Discrimination Provision Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here. California Privacy Notice California residents have the right to receive additional notices about their personal information. 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