Customer Experience Specialist - Point of Care, Ohio

Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

At Siemens Healthineers, we offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally.

Our Global Team

We are a team of more than 72,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

Our Culture

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.

The Point of Care Customer Experience Specialist, (CES) will provide support along every phase of the customer journey for all key accounts within their designated territory. * Must be Ohio, U.S.A. based

Your Role

• Assist in the assessment of new opportunities and crafting key account plans alongside your partner Account Executive (AE)
• Deliver reagent, instrument and informatics volume utilization as directed by key account plans and POC performance targets
• Increase and maintain customer loyalty that delivers continual product retention and customer feedback scores at or ahead of promoted classification
• Complete pre-sales activities and assess current workflows and evaluate the needs and goals of the customer – including support, training and implementation
• Act in project management capacity with customers for implementations, go-live installations and support of informatics / middleware connectivity with POC devices
• Identify customer needs and requirements, including pre and post analytical reviews, in support of the successful adoption of POC technology by end users in key accounts
• Perform all EPOC installation and implementation requirements in customer sites as appropriate
• Subject matter expert for all SHS and competitive emergency, critical and primary care product lines (and competitors) both technically & clinically. Strong functional understanding of POC Informatics and customer information interfaces
• Assist the partner AE throughout the sales cycle to assess and position the optimal workflow and effectiveness solutions to meet the needs of the customer
• Develop and coordinate the customer training, implementation, and go-live plan in conjunction with customer service to ensure that the account meets or exceeds implementation timelines and end-user proficiency over product usage lifecycles
• Work with customers to establish training and verification/validation requirements and conduct troubleshooting activities
• Develop adoption strategies that focus on best practice change management and monitor the onboarding of customers (stakeholder engagement, change management, implementation plans) towards to increase the use of our Point of Care (POC) products
• Assist the customer in establishing & maintaining standardizations, standing orders and best practices post go-lives
• In partnership with the AE, perform regular business reviews at required intervals including the assessment of error rates, reagent and consumable ordering, service contract management, customer satisfaction, potential unmet needs, improvement ideas, etc. with a view to further develop the partnership with the account
• In partnership with the AE, work to review and target customers with a legacy install base, to determine to optimal solutions for the customer and the company
• Work with key accounts and stakeholders to establish laboratory requirements (eg., CLIA, CAP, JCAHO)
• Liaise between sales, technical, service and PMO organizations to drive a positive and seamless customer experience
• Communicate product update and improvement information to customers in accordance with regulatory, quality and compliance guidelines
• Demonstrate and/or socialize all of Siemens Healthineers products and services to develop the customer partnership further and foster customer loyalty
• Document all customer activities in the appropriate customer relationship management (CRM), Quality Management System (QMS) and/or other tools and processes in a timely and compliant manner as required
• Ensure that all detailed sales forecasting, training modules, and required reporting, including in all required internal quality and other tools and processes, are completed promptly and accurately
• Attend and present at local, regional, and national conferences as subject matter experts
• Work with internal teams such as Marketing to develop and maintain relationships with Key Opinion Leaders (KOLs)
  
  

Your Expertise

• Bachelor’s degree or equivalent in a biological science, nursing, or respiratory therapy
• 4 years of work history as a medical technologist, point of care coordinator, respiratory therapist, or nurse
• Point of care testing experience, either end user or oversight is preferred
• Experience in lean six-sigma and/or complex project management within a hospital or laboratory setting
• Outstanding oral, written and presentation communication skills that can be applied to customers, with the ability to present technical information in a clear and concise manner to drive sales success
• Highly proficient in the use of sales and customer relationship management (CRM) platforms
• Ability to demonstrate strategic critical thinking and focused, executable decision making
• Highly organized, able to manage multiple tasks and projects simultaneously
• Must be able to travel throughout designated territory to customer sites and other business locations in the USA as required
  
  

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose: To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

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As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.