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

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

Technical Business Lead – Concierge Customer Support

Key skills