RSO Sr. Manager, Technical Excellence & Business Innovations at Siemens Medical Solutions USA, Inc. in Norwood, Massachusetts

Job Description:

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.


Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.


Apply now for the position of Remote Services Operations - Sr. Manager in the Technical Excellence & Business Innovations team and you will be responsible for the day-to-day operations of team members, inclusive of technical Business Leads, who deliver on RSO Service Levels, Productivity initiatives, as well as incident management support to internal and external customers of the North American Region, including both pro-active and reactive support activities. Responsibilities include project management, as well as the ongoing personal and professional development of your team to ensure the successful achievement of all identified targets for the product line identified as part of the RSO strategic imperatives of improving the customer experience, increasing employee engagement and delivering on shareholder value.



Your role:

• Establish/maintain and actively develop a team of highly skilled technical experts to execute efficiently and effectively the RSO strategy


• Support the RSO Service Levels and Productivity initiatives by being a key expert in the following activities and ensuring the members are able to:
  
  
  • Share knowledge with the RSO and field teams
  
  
  • Drive productivity initiatives and provide in depth key analyses
  
  
  • Develop trainings and/or coach and mentor of RSO staff
  
  
  • Own and develop of technical action plans to address customer concerns as needed
  
  
  
  


• Define and recruit necessary resources and support the organizational setup of the team


• Monitor, review, support and refine RSO processes such as Complaint Handling, Dispatch, Call Management etc.


• Drive achievement of targets and KPI's according to the modality guidelines


• Drive continued innovation and enhancement of service tools such as CSM, AI, Chatbot, Dashboards such as CIM and Global Country Reporting Tool (GCR) etc.)


• Participate in or lead team initiatives to maximize service operational efficiency and customer excellence


• Model Service Based Leadership behaviors and support a Service Based Leadership Culture


• Develop highly motivated and committed team through frequent, clear, and open communication


• Active engagement with staff to drive personnel and professional development of team members


• Ensure efficient and seamless cooperation and communication with other product line(s) and with all business partners

Your expertise:

• Minimum 3-5 years of proven leadership experience including leadership of direct reports


• Minimum BA/BS Degree


• Leadership experience is essential


• Service business experience necessary for understanding of customer issues in service delivery processes and application thereof in call center type environments


• Experience working in a multi-cultural environment


• Remote Phone Center management experience


• Project management/coordination experience


• Proficient in Microsoft Office Suite including Outlook, Excel, Word, and other applications


• Expertise in using and performing analysis in Microsoft Excel (e.g., Pivot, graphing, Xlookup)


• Ability to utilize tools such as SAP, PEAK and/or CIM


• You are willing to create an open, supportive environment consistent with the culture of Service Based Leadership


• Knowledge of both Country and Global processes


• Willing to travel up to 25%

The pay range for this position is $123,710 to $184,110 annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. The annual incentive target is 15% of base pay. Siemens Healthineers offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here : https://benefitsatshs.com/index.html . This information is provided per the required state Equal Pay Act. Base pay information is based on market location. Applicants should apply via Siemens Healthineers external or internal careers site.



Who we are:


We are a team of more than 71,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.



How we work:


When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual's potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world's most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Check our Careers Site at https://jobs.siemens-healthineers.com/careers


As an equal opportunity employer, we welcome applications from individuals with disabilities.


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 regulation.


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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.


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