Operations Dispatch Coordinator
Reports To: Senior Manager EWS Operations Dispatch
Functional Area: Education and Workforce Solutions
Required Travel: 5%
Location: Cary, NC
Summary
Acting as a customer service facilitator, the Operations Dispatch Coordinator will work with internal Siemens Healthineers
partners as well as customer accounts to coordinate the planning and deployment of Clinical Education resources to deliver
EWS products to the customer, ensuring optimal education and training of the customer for the purposes of quality patient
care.
This individual will effectively deploy resources within the EWS organization, directing large teams in the completion of
highly variable work streams, while reducing potential scheduling conflicts which may delay resolution. They
are accountable for delivering a world-class customer experience, and responsible for the timely and accurate deployment
of EWS resources by properly communicating and managing time sensitive workload. This role will report to the Senior
Manager for EWS Operations Dispatch Team and will be part of a team focused on customer success.
Key Responsibilities
 Coordinate the dispatch of EWS clinical resources to deliver EWS products to the customer: call handling, appointment
confirmations, timely communication of changes, improving customer confidence and driving value of Siemens Healthineers
products and services.
 Work closely with cross-functional teams to ensure a positive customer experience.
 Monitor customer requests and overall system compliance to confirm equipment readiness for customer training.
 For Siemens:
 Support on-site customer-facing personnel i.e., Clinical Education Specialists/Clinical Education Consultants in meeting
customer expectations as needs vary throughout the system lifecycle.
 Document customer satisfaction issues and escalate through appropriate channels.
 Facilitate cross-functional awareness of customer needs between internal stakeholders to minimize unintended conflicts or
negative impacts on customer operations.
Success Measurements
 Excellent communication skills – verbal, written, ability to present.
 Demonstrated ability to energize, develop, and build rapport at all levels within an organization.
 Ability to manage multiple customer accounts, relationships, and priorities.
 Must be results-driven, action-oriented, and passionate about making a positive customer impact while balancing
business needs
Required Education / Knowledge / Experience
 BS/BA in a related discipline
 Positive attitude and passion for customer service.
 Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of
quality
 Experience communicating ideas and rationale to internal teams and customers.
 Must have excellent interpersonal skills, interact favorably with others and be skilled at maintaining positive
relationships while working to resolve problems and maintaining a high level of professional integrity.
 Excellent organizational skills with an ability to manage time and prioritize based on the impact and criticality of
customer issues.
 Strong PC skills (MS Office software like Word, PowerPoint, Excel, and Outlook)
 Associate degree or equivalent experience required
Preferred Knowledge/Skills, Education, and Experience
 Ability to professionally investigate and respond to requests in a timely manner
 2-5 years experience in a customer relationship-related role, in a fast-paced environment
 Strong communication skills and are adaptable to change
 Ability to think at a high level and apply business concepts.
 Experience to anticipate customer needs.
 A history of acting as a collaborative team player with cross-functional teams.
 An interest in solving problems that don’t have obvious solutions.
Unrestricted July 23
SHS AM NAM USA CS EDU PRM
Unrestricted July 23
SHS AM NAM USA CS EDU PRM