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With routine NHS services moving towards seven-day week availability, Siemens Healthcare has restructured its Customer Service Team to strengthen its offering and provide best-in-class service to better support its customers across the extended working week. Changes include the appointment of three new team members, enabling Siemens to better tailor its service and support approach to meet the current and future needs of imaging and diagnostic customers as the extended working week evolves.
From early 2014, 12 Customer Service Managers have responsibility for 12 service regions across the UK. Through a dedicated regional focus service and support team they are able to manage all imaging, clinical products and diagnostics service interactions within that region. Increasing the number of Customer Service Managers has allowed Siemens to provide a more customer centric approach and build stronger relationships with customers by coordinating smaller regions and teams. The team has been further bolstered by the appointment of three new Customer Service Managers.
Tony Madden joins the team for the East Midlands region from his role as Customer Service Engineer at Siemens Healthcare. The South West region will be led by Camille Phillips who has moved from her role as Immunoassay Team Leader at Siemens Healthcare Diagnostics. Andy Duval completes the team and will take on the Customer Service Manager position for the North West region from his previous position as Business Excellence Manager at Siemens Magnet Technology.
“Siemens strives to offer its customers the best possible service, at a time when NHS departments are under pressure to deliver excellent levels of care seven days a week,” states Marc Roberts, Director of Customer Services at Siemens Healthcare. “Proactive partnerships allow us to get closer to our customers, ensuring we have an in-depth understanding of their needs and are able to customise our approach accordingly. As the seven-day model becomes fully embedded, we plan to add additional services to further enhance our provision.”
Tony Puffer, Head of Field Service at Siemens Healthcare adds, “The structural changes and additions to the Customer Service Team reflect our commitment to anticipating customer needs and providing the tools to maintain the very best patient care. Patients need the NHS every day and Siemens’ remote and on-site support allows us to provide effective, intelligent and sophisticated service when needed.”
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