Client Service Manager - Cleveland Clinic/Akron General

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Position: Client Service Manager - Cleveland Clinic/Akron General
Location: Cleveland, OH
This is an on-site position requiring potential
daily physical presence at Cleveland Clinic Health System/Akron General Medical
Center (CCHS/AGMC) Facilities
Establishes
and maintains close working relationships with the customer, local Service
Operations Manager (SOM), Key Account Manager (KAM)/Key Account Executive
(KAE) (Sales teams), Customer Service Engineers (CSEs), and other support
resources.
Understands
the organizational structure of CCHS/AGMC business, along with that of the
Siemens service and sales support teams.
Is
the "Voice of the Customer."
Acts
as the main point of contact for all customer communication and
interaction with internal sales, support, and service organizations.
Supports
all aspects of service delivery and daily operations.

General Responsibilities:
Business Management:
Works with Local SOMs to plan and manage the service business as
contracted through Siemens for CCHS/AGMC.
Customer Satisfaction:
Works with local SOMs to help ensure customers receive optimum levels of
service and maintain high levels of customer satisfaction with Siemens.
Administrative/Other Tasks: Performs administrative and other tasks required of
the position that support Siemens, service, and CCHS/AGMC.
Meet
all Key Performance Indicators and metrics (KPI's) of the business for the
assigned responsibilities.
Monitor
training for personnel resources and provide feedback to SOMs to ensure
only trained personnel are servicing equipment.
Tasks
and Support Activities of the CSM (Service Support).

·RESPONSIBILITY:Assist
in the Risk Share project at CCHS/AGMC.
RESPONSIBILITY:Maintain CCHS/AGMC compliance for PMs
and Corrective Service Actions.

Daily Operational Activities and
Responsibilities:
Immediate
availability to oversee all operational activities (acts as on-site SOM).
Physical
visits to all main sites as contractually obligated and required by
CCHS/AGMC.
Receives
system status alerts and provides regular communications to key CCHS/AGMC
contacts on all service activity, with a specific focus on EC1 (down
system) and EC2 (restricted operation) calls.
Analyzes
and interprets Accounts Receivable (AR) status and provides guidance and
recommendations to internal partners.
Communicates
information between customer and Siemens stakeholders (Sales &
Service).
Engages
in technical escalation management by supporting the process with the SOM,
CSE, Customer Service Material Logistics (CSML) (parts) and technical
support resources. Communication to CCHS/AGMC is an essential part of this
activity. In addition, provides the sales team with regular updates.
Analyzes
Preventive Maintenance (PM) and Update Instruction (UI) activity for all
FLs at the assigned CCHS/AGMC sites and communicates directly with
Customer Call Center (CCC) and CSE resources to deliver 100% compliance.
Acts
as liaison between Siemens service team and CCHS/AGMC in-house service
(Clinical Engineering).
Conducts
billing validation, oversees the Purchase Order (PO) process (to include
creation and approval request for vendor services) and performs any other
service-based administrative activity.
Manages
escalations between internal and external service providers.

Dispute NextGen P2P
vendor invoices.
Ensure EAM/Nuvolo
equipment status is 100% accurate to SAP.
Research Siemens Alerts
for AGMC.
Provide Teamplay Fleet
training for CCHS/AGMC personnel as needed.
Create, process and
implement ADD/REMOVE Addendums.
Vendor management
interactions.eFSR collection, call
closing, PM Scheduling.
Manage Day to day
service escalations.
Assist with the Baseline
Inventory for all CCHS/AGMC equipment including Imaging Institute, Heart and
Vascular (HVI) and Oncology.
Modify SAP as needed,
including eFSR mailing, PM Planning, etc.
Power BI reporting for
SharePoint Outbound contracts.
Call closing capability
for non-Risk Share and MV FLs.

Weekly Operational Activities and
Responsibilities:
Reviews
PM and UI schedule and completion activity with the CCC and local
resources.
Inventory
control by identifying and verifying equipment (FL) locations.
Supports
Project Management activities and Installation activities (through
participation in weekly conference calls).
Conducts
physical visits to all main sites.
Works
with Contract Administrator (CA) to help qualify inventory and billing.
Audits
invoices and works with AR credit and collection for both contract and
Time and Material (T&M) billing.  Collaborates with SOM and
KAM/KAE.
Track/manage
any onsite inventory (repair parts classified as depot level storage).
Supports
local service team through interaction and engagement with support vendors
(i.e., Linde, Air Products, Siemens Building Technologies, etc.).
RESPONSIBILITY: Create and distribute
internal and external service reports.
RESPONSIBILITY:Generate Weekly (Open Call) report for
all CSE's, CCHS/AGMC Clinical Engineering and vendors.

Monthly/Quarterly Operational Activities and
Responsibilities:
Schedules
face-to-face meetings with appropriate customer representatives (RADIOLOGY
Management, Clinical Engineering, Finance).
Collaborates
with SOM and KAM/KAE to conduct Quarterly Business Review (QBR)
Identifies
End of Service (EOS) systems and communicates with sales team and customer
to avoid customer dissatisfaction.
Tracks
and reports Clinical Education and Technical Training balances
Participates
in local service/CSE quarterly meetings.
RESPONSIBILITY:Monthly CCHS/AGMC Southern Region
meetings with CCHS/AGMC Radiology Management Team.
RESPONSIBILITY:Planned Maintenance Scheduling.
RESONSIBILITY:  Lead
and present CCHS/AGMC QBR (Quarterly Business Review).  Prepare all Imaging and HVI metrics (Response
Time, Downtime, Updates/Modifications, inventory, etc.).

Education and/or Experience 
·Associate Degree in
Business, Technology or related area
BS/BA
in a medical field, engineering/technology or business administration with
healthcare background preferred.

·SKILL: Microsoft Office Advanced – Excel, PowerPoint,
Word.
Minimum
of 3 years professional experience with a background in supporting
multivendor imaging & biomedical technology maintenance operations
excellence.
Acts
as advisor to customer management and business partners on asset
management matters
Excellent
communication skills – verbal, written, presentation.
Must
be results-driven, action oriented and passionate about making a positive
customer impact while balancing business needs.

·SKILL: Preferred – Siemens-specific Applications –
SAP, Qlik, Power BI, IBV, TeamPlay Fleet.
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to consider applications from individuals with disabilities.

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