Customer Service Operation Manager In Vivo Diagnostics Italy

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
Italy In Vivo Customer Services Operation Manager (m/f/d)
and you will actively drive the strategic direction optimizing support operations to enhance customer experience and satisfaction.

Your role:

• You will ensure the delivery of services at operational level with respect to process adherence, service quality and Service Level Agreement with Customers.
• You will manage the organization unit assigned and lead and coordinate dedicated management and staff.
• You will oversee the implementation and utilization of support tools and technologies that streamline customer support processes. This can range from ERP systems to AI-based tools and knowledge management platforms.
• You will ensure that customer interactions are handled with care and professionalism, aiming to enhance customer satisfaction and retention. This often involves handling escalated issues and maintaining awareness of major customer concerns.
• You will ensure operational performance through adherence to CS processes and the Siemens Healthineers Quality System.
• You will generate detailed reports on customer support performance and using data analytics to make informed decisions. This often involves analyzing trends and patterns in customer interactions to identify areas for improvement.

Your expertise:

• You have successfully completed a Degree in Engineering or equivalent fields.
• You have several years of experience in the customer services environment and managing customer satisfaction in complex matrix organizations.
• You have a keen analytical mind for interpreting performance metrics and customer data. This involves identifying trends, potential issues, and areas for improvement through data-driven decision-making.
• You are familiar with support technologies such as ERP, CRM, ticketing systems and analytics tools. An understanding of how these technologies work together to streamline support processes is crucial.
• You have a strong leadership skills that are essential for managing and inspiring a support team. This includes the ability to delegate tasks, provide constructive feedback, and foster a positive team environment

To find out more about the specific business, have a look at
www.siemens-
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-
.
As an equal opportunity employer, we welcome applications from individuals with disabilities.

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