At a Glance
- Tasks: Lead a team to deliver top-notch service and ensure customer satisfaction.
- Company: Join Siemens Healthineers, a leader in innovative healthcare solutions.
- Benefits: Enjoy 26 days holiday, company vehicle, and flexible benefits.
- Other info: Hybrid work model with opportunities for professional growth and community involvement.
- Why this job: Make a real impact by enhancing customer relationships and leading a dynamic team.
- Qualifications: Strong customer service skills and experience in team leadership required.
The predicted salary is between 45000 - 55000 £ per year.
Reporting to the Head of Field Service, the Service Manager (Scotland) ensures high quality, profitable service support to our customers and leads a team of Customer Service Engineers (CSEs) to provide excellent customer service. The role is based in the Scotland Central belt or surrounding area.
LocationHybrid (Remote/Office) – Any Siemens location in Edinburgh City or Glasgow City, United Kingdom.
Responsibilities- Maintain highest customer satisfaction concurrent with running a profitable service business by developing strong relationships and communication channels with our customers.
- Look for opportunities to maximise service revenue within the region through conversion of IM/CP customers equipment from warranty to service contract and for the renewals of these service contracts, to maximise contract uptake within the region.
- Monitor the level of customer satisfaction at regular intervals. Respond to customers’ queries and complaints. Ensure that, when necessary, corrective action is taken, root causes are determined and eliminated where possible.
- Effective management and escalation of unresolved customer technical problems.
- Organise and chair appropriate service review meetings with the customer, ensuring appropriate service performance reports are generated to facilitate an open discussion around our performance.
- Line management responsibility for all CSE’s within region, including performance management, recruitment, development, reward and Health & Safety, in line with the Management Standards and in compliance with the relevant HR policies.
- In conjunction with the Customer Care Centre, ensure effective coordination of CSE’s ensuring that the team meets its commitments and contractual obligations to customers (i.e., Response Times, Fix Times, Customer Care Centre targets, etc).
- Ensure our Customer Service Engineers have the right balance of training to ensure that we cover the installed base within the region.
- Motivate and develop our Customer Service Engineers to provide the best service support, encouraging them to develop excellent communication skills.
- Excellent customer service skills in developing strong relationships and building confidence and trust.
- Be able to meet targets on response and fix times.
- Strong stakeholder management skills, both internal and external.
- Ability to lead a diverse team of engineers.
- Experience managing budgets or financial activity.
- Hold a full UK driving licence.
- 26 days’ holiday with the option to buy or sell an additional 10.
- Company vehicle.
- Up to 10% employer pension contribution.
- Share and bonus scheme.
- Access to flexible benefits from private medical insurance to dental cover.
- Corporate Social Responsibility opportunities including 2 paid volunteering days per year and support from our 24/7 employee assistance programme.
Siemens Healthineers is an equal opportunity employer and welcomes applications from individuals with disabilities. We are a Disability Confident Committed employer.
#J-18808-LjbffrField Service Manager in Edinburgh employer: Siemens
Siemens Mobility Limited is an exceptional employer, providing a dynamic apprenticeship programme in Chippenham that empowers high school leavers and college graduates to kickstart their careers in Business and Engineering. With a strong focus on employee development, a collaborative work culture, and access to cutting-edge resources, apprentices can expect meaningful growth opportunities while contributing to innovative projects in the mobility sector.
StudySmarter Expert Advice🤫
We think this is how you could land Field Service Manager in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Siemens. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Siemens before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Field Service Manager in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Siemens:Your cover letter is your chance to shine! Tell us why you want to work at Siemens specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Siemens!
How to prepare for a job interview at Siemens
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
