Siemens Healthineers

We pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Technical Business Lead – Concierge Customer Support

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 10,001+H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

23 days ago

Salary

$89.2K - $122.7K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

• Facilitate meetings with the customer and local support teams • Review of site activity and report site specific metrics • Tracking and management of escalated incidents • Coordination with local service and application teams • Internal site-specific reporting and status updates • Cross-functional communication and coordination • Participation in customer quality processes • Collaborate to develop action plans to resolve complex issues • Escalation of complex issues to proper Siemens teams • Provide technical feedback to customers and internal partners • Identification of best demonstrated practices/knowledge sharing • Model Service Based Leadership behaviors, fostering teamwork, transparency, and continuous improvement

Job Requirements

Bachelor’s degree in Engineering, Life Sciences, Medical Technology, or related field, or equivalent relevant experience
5+ years of technical experience in the medical device, diagnostics, or healthcare IT industry
Demonstrated success in incident management, escalations, and customer management support
Strong data analysis skills using Excel (pivots, graphs, Xlookup), Power BI, SAP, Fleet Analytics, or CIM dashboards
Excellent communication and presentation skills, with the ability to influence across levels and lead without authority
Proven project management or coordination experience in a complex, cross-functional environment
Ability to be flexible, decisive, and adaptable in high-pressure situations
Willingness to travel up to 15–20%, depending on account needs