15 days old

Sr Mgr, Field Engineering

Cary, NC
**Sr Mgr, Field Engineering**

Locations:Cary, North Carolina

Job Family: Customer Services


English (US)

**Job Description**

**Division:** Siemens Healthineers

**Business Unit:** Services

**Requisition Number:** 222607

**Primary Location:** United States-North Carolina-Cary

**Assignment Category:** Full-time regular

**Experience Level:** Mid level

**Education Required Level:** Associate's Degree / College Diploma

**Travel Required:** 20%

**Division Description:**

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 worlds 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

**Job Description:**

**Position Overview**

This Senior Manager will be responsible for measuring, reporting, and driving the effectiveness of the Computed Tomography (CT) Technical Solutions Technical Support Engineers/Clinical Education Specialist Team. They will lead a team of approximately 20 direct reports within a matrix organization to optimize productivity, quality, performance, and customer excellence across the responsible area. This position is in a technical call center setting.


- People: Maintain and develop a team of dedicated Technical Support Engineers and Customer Education Specialists, to support our customers, drive proactive measures to improve quality, compliance, and cost effectiveness of Computed Tomography (CT) service delivery utilizing a dashboard KPI approach. Coach, develop and manage team members to be effective in their roles.

- Customer: Own and support customer/field service escalations. Support field team members with service escalations by engaging the appropriate stakeholders and resources to address the issue and directly engage customers as needed to ensure a customer oriented solution. Provide technical guidance and solutions to internal and external customers. Review trends in escalation activity for systemic root causes.

- Financial: Identify and drive productivity improvements and cost reduction initiatives, utilize our complaint processes to drive product improvement, provide feedback to process owners and regional managers to address gaps or conflicts in training, resources, processes, or compliance.

Job Family Responsibilities:

Develops and implements training and service programs to educate customers and staff in the proper operation and maintenance of products. Guides the preparation and maintenance of quality and safety certifications. Guides very complex conflict resolution for internal and external conflicts. Develops recommendations for modifications or improvements to assure optimum efficiency of products/equipment.

Knowledge and Experience:

Demonstrates and applies advanced knowledge of concepts, practices, and procedures for area managed and basic knowledge of other areas in the company and how they interact. Demonstrates understanding and application of management approaches for work direction, motivation, performance management, and disciplinary action. Typically 8+ years of successful experience in a directly related field and successful demonstration of Key Responsibilities and Knowledge as presented above.


- Bachelor's degree required

- Experience managing people in a technical setting is strongly preferred

- Industry/business acumen in Biomed, Electronics, or Radiology for 8+ years

- Firm knowledge of networking, computer use of Microsoft products

- Technical or clinical education background in Computed Tomography (CT) is highly preferred.

- Past experience in peer coaching, technical support role or clinical education, and SAP is preferred

- Cary, NC location is preferred


**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/pay-transp_formattedESQA508c.pdf .


  • Financial Services
  • Healthcare
  • Customer Service
  • Management
  • Biotechnology / Science
  • Engineering

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Cary, NC

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