Following Siemens’ acquisition of Bayer Diagnostics and DPC to create Siemens Medical Solutions Diagnostics, a new combined service and support structure has been put in place to optimise the quality of after-sales support for customers.
Siemens Diagnostics has created a new organisation to provide customers with regionalised field support management. The new field support operation is now divided into three regional groups - North, West (including Ireland) and South - each headed up by a regional manager to whom field engineers report. This system will bring management of field service operations much closer to customers, making it easy for them to liase with the company on technical support issues through a local point of contact.
The new Siemens Diagnostics service and support structure is divided into four main groups. After taking delivery of a pathology solution from Siemens, customers will first come into contact with members of the Customer Projects Group whose remit encompasses implementation, IT support, project management and automation. Ongoing support is then provided by members of the Customer Support Group, whose activities range from helpdesk support and liaison with field engineers to co-ordinating the involvement of engineering and applications specialists.
The company’s field engineers are now managed regionally through the newly created Field Support Groups, providing on-site assistance to customers whenever it is necessary. Essential administrative back-up for each of these groups is provided by a dedicated Service Operations team, to ensure that all customer support processes operate efficiently.
