Service Operations Manager - CS SO AM MR - Cary, NC

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RSS Working Manager – Remote Services (MR)

Key Responsibilities

Management (25%)

• Leads a team of Remote Services Specialists (RSS) to ensure delivery against operational KPIs, including Live Answer, Response Time, Resolution Rate, and customer satisfaction.

• Implements and enforces internal policies, service processes, and operational standards aligned with Service Operations and RSC guidelines.

• Acts as the first-level escalation point for complex customer issues, service complaints, and critical incidents.

• Drives accountability for queue management, productivity, and service quality, ensuring adherence to established workflows and documentation standards (GDP).

• Oversees workforce management and employee development, including coaching, performance management, and development planning.

• Supports hiring, onboarding, and retention initiatives to build a high-performing, engaged team.

• Manages administrative responsibilities across systems (Workday, Concur, Kronos, Learn4U, etc.).

• Ensures compliance with regional and regulatory requirements applicable to remote service delivery.

• Partners with cross-functional stakeholders (Field Service, Applications, HSC, and Global teams) to resolve systemic issues and improve service delivery.

• Drives a culture of ownership, inclusivity, and continuous improvement aligned with Siemens Leadership behaviors.

Remote Services Specialist (75%)

• Provides direct remote support to customers and field teams, troubleshooting technical issues and driving resolution through effective workflow and system utilization.

• Manages customer escalations and service complaints in alignment with defined escalation processes, including participation in escalation calls and coordination with field partners.

• Executes remote service activities across platforms (SRS, WebEx, TeamViewer/TeamPlay), supporting incident resolution and minimizing onsite dispatch when appropriate.

• Ensures timely and accurate documentation of all service activities in accordance with Good Documentation Practices (GDP).

• Owns ticket lifecycle management, including prioritization, closure timeliness (wall clock), and accurate assignment of effect codes (downtime).

• Conducts notification reviews and ensures high-quality action plans are developed and assigned (including TRP where applicable).

• Supports connectivity, performance, and system-related troubleshooting, collaborating with internal support teams (Fleet Care, CSEs, Global Support) as needed.

• Delivers a world-class customer experience through strong communication, responsiveness, and technical expertise.

• Contributes to action plan development and global knowledge library improvements, including feedback to improve content quality and usability.

• Utilizes advanced tools (Smart Collaborator, RSC Assist, PROA, Guardian, etc.) to improve remote resolution rates and reduce unnecessary escalations.

• Identifies trends, recurring issues, and process gaps, providing feedback and driving improvements to increase efficiency and service quality.

• Mentors and supports peers, contributing to team skill development and knowledge sharing.

Success Measurements

• Improved operational performance metrics (Live Answer, Response Time, Resolution Rate, and reduced escalations).

• Reduction in repeat incidents, follow-ups, and low-value ticket volume (e.g., low FVFR drivers).

• Increased remote resolution rates, reducing reliance on onsite dispatch.

• High customer satisfaction scores and service quality outcomes.

• Strong employee engagement, development, and retention within the team.

• Demonstrated leadership in process improvement, productivity gains, and innovation within RSC operations.

• Recognized as a technical and operational subject matter expert within Remote Services.

Education / Knowledge / Experience

• Bachelor’s degree or equivalent experience in a related discipline.

• Candidates for consideration must have experience in the CS SO AM MR Department

• Strong technical expertise in MR systems and remote service environments.

• Typically, 8–10+ years of relevant experience, including remote support and/or service operations.

• Proven ability to balance people leadership and hands-on technical execution in a working manager model.

• Strong knowledge of RSC tools, workflows, escalation processes, and service delivery models.

• Excellent communication, collaboration, and problem-solving skills.

Who we are: We are a team of more than 72,000 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.

To find out more about Siemens Healthineers businesses, please visit our company page here.

The base pay range for this position is:

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

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