Customer Service Support Operator - Cary, NC
Siemens Healthineers
Summary
Acting as a customer service facilitator, the Customer Care Coordinator will partner with Siemens Healthineers customers, Internal Technical Support team, and Field Personal to coordinate the planning and service delivery of field resources to complete reactive and proactive service activities, ensuring optimal operational availability of the customer’s diagnostic and testing equipment for the purposes of quality patient care.
Job description
Position Overview
Acting as a customer service facilitator, the Customer Care Coordinator will partner with Siemens Healthineers customers, Internal Technical Support team, and Field Personal to coordinate the planning and service delivery of field resources to complete reactive and proactive service activities, ensuring optimal operational availability of the customer’s diagnostic and testing equipment for the purposes of quality patient care.
This individual will effectively deploy resources within the service organization to ensure service activities are appropriately aligned with contractual agreements, directing large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution.
They are accountable for delivering world-class customer experience by providing 24/7 support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload.
This role will report to the Zone Operations Manager and will be part of a team focused on customer success.
Required Knowledge/Skills, Education, and Experience
- 2-5 years’ experience in a customer relationship related role, in a fast-paced environment
- 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 and maintaining a high level of professional integrity.
- Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue.
- Strong PC skills (MS office software like Word, PowerPoint, Excel and Outlook)
- Associate degree or equivalent experience required
Preferred Knowledge/Skills, Education, and Experience
- Ability to professionally investigate and respond to requests in a timely manner
- Strong communication skills and are adaptable to change
- Ability to think at a high level and apply business concepts.
- Experience to anticipate customer needs.
- A history of acting as a collaborative team player with cross-functional teams.
- An interest in solving problems that don’t have obvious solutions.
- Experience in healthcare or medical devices preferred.
Shift will support business hours between 7:00am - 8:00pm. JOB LOCATION IS CARY NC ***NOT A REMOTE POSITION***
Requirements
- 2-5 years’ experience in a customer relationship related role, in a fast-paced environment
- 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 and maintaining a high level of professional integrity
- Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue
- Strong PC skills (MS office software like Word, PowerPoint, Excel and Outlook)
- Associate degree or equivalent experience required
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Life insurance
- Long-term disability insurance
- Short-term disability insurance
- Paid parking
- Public transportation
- Paid time off
- Paid sick and safe time
Company overview
Siemens Healthineers is a German multinational medical technology company specializing in diagnostic and therapeutic imaging, laboratory diagnostics, and molecular medicine. Founded in 2017 as a spin-off from Siemens AG, the company has established itself as a global leader in healthcare technology with a comprehensive portfolio that addresses the complete care continuum for many of the world's most threatening diseases. With approximately 69,500 employees worldwide and operations in over 70 countries, Siemens Healthineers generates annual revenues exceeding €21 billion. The company's product offerings span across four main business segments: Imaging (including CT, MRI, ultrasound, and X-ray systems), Diagnostics (laboratory and point-of-care testing), Varian (cancer care and radiation therapy), and Advanced Therapies. Siemens Healthineers is particularly renowned for pioneering breakthroughs in medical imaging, having developed the world's first commercial PET/CT scanner and continuing to innovate in areas such as artificial intelligence, digital health solutions, and precision therapy. The company's commitment to research and development, with annual investments of approximately €1.5 billion, drives its mission to pioneer breakthroughs in healthcare for everyone, everywhere, sustainably.