Service Operations Manager

Siemens Healthineers

Service Operations Manager leading the delivery of remote services and managing operational KPIs. Focused on technical support in MR systems, ensuring high customer satisfaction and team development.

Posted 6/27/2026full-timeRemote • North Carolina • 🇺🇸 United StatesSeniorLead💰 $99,930 - $137,401 per yearWebsite

About the role

Key responsibilities & impact

Leads a team of Remote Services Specialists (RSS) to ensure delivery against operational KPIs.
Implements and enforces internal policies, service processes, and operational standards.
Acts as the first-level escalation point for complex customer issues, service complaints, and critical incidents.
Drives accountability for queue management, productivity, and service quality.
Provides direct remote support to customers and field teams, troubleshooting technical issues.
Manages customer escalations and service complaints in alignment with defined escalation processes.
Executes remote service activities across platforms supporting incident resolution.

Requirements

What you’ll need

Bachelor’s degree or equivalent experience in a related discipline.
Experience in the CS SO AM MR Department
Strong technical expertise in MR systems and remote service environments.
Typically, 8–10+ years of relevant experience, including remote support and/or service operations.
Proven ability to balance people leadership and hands-on technical execution in a working manager model.
Strong knowledge of RSC tools, workflows, escalation processes, and service delivery models.
Excellent communication, collaboration, and problem-solving skills.

Benefits

Comp & perks

medical insurance
dental insurance
vision insurance
401(k) retirement plan
life insurance
long-term and short-term disability insurance
paid parking/public transportation
paid time off
paid sick and safe time

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical expertiseremote supportservice operationsqueue managementincident resolutiontroubleshootingservice delivery modelsescalation processesRSC toolsMR systems

Soft Skills

people leadershipcommunicationcollaborationproblem-solvingaccountability

Certifications

Bachelor’s degree