Job Description
Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.
Service/Business Management
Function independently to plan and manage the SO AM Operations Team.
Operations Process Management
Ensures implementation of and adherence to policies and methods for customer service activities
Ensure customer satisfaction through proactive management feedback tools, identifying opportunities for improvement
Ensure business compliance through accurate documentation of service activities
Apply Service Operations guidelines and processes to manage key initiatives
Utilize the appropriate level of proficiency in root cause analysis and Lean methodologies
Strong familiarity with Call Center Operations, metrics and statistics
Service Business Management
Ensure close cooperation and communication between the RSC and Field staff to maximize customer experience through key initiatives
Support quarterly SO AM RSC reviews with performance data and presentations
Provide business visibility to financial impact of key initiatives
Utilize standard financial reporting methods to monitor cost savings initiatives
Executive Scorecard and related planning
Regularly meet with the SO RSC leadership team to confirm and ensure compliance with current dashboards
Interact with Senior Management and team members at a strategic and operational level
Customer Relationship Management
Ensure that customers receive optimum levels of service and maintain high levels of customer satisfaction with Siemens and Siemens Service, primarily through the overflow process.
Customer Overflow Process Management
Ensure customer overflow processes meet customer support business goals
Staff appropriately to match support levels to customer/business demand and develop a mathematical staffing model
Customer Service Operations Management
Manage the complaint process when deemed necessary
Ensure maximum level of customer-centric focus is applied in all aspects of business management
Strategic oversite of Medallia and the reporting analysis related to the SO RSC AM team
Strategic oversite of Teamplay Fleet call management and the future direction of this service delivery process
Personnel Management And Development
Hire and develop SO AM Operations staff and manage their activities to meet assigned objectives.
Recruiting and hiring
Work with Human Resources and Service Management in the recruiting of candidates
Conduct interviews of candidates and participate in the selection of staff
Ensure that all notifications and procedures are implemented for terminated or reassigned staff
Personnel development
Regularly communicate with direct reports and hold scheduled staff meetings
Comply with all Workday related performance management and development processes
Counsel direct reports on professional development
Conduct coaching sessions to observe and improve performanceProvide development plans for high potential staff
Ensure That All Direct Reports
Receive new employee and Service orientation
Receive training on assigned equipment/systems, diagnostic equipment, safety, regulatory requirements, quality standards, and other requirements
Earn required certification on equipment/systems
Are scheduled for necessary professional education from Siemens and other sources
Leadership and supervision
Oversee and supervise direct reports to ensure that assigned tasks are conducted effectively
Ensure that direct reports operate in compliance with Service guidelines and requirements of customer Service Agreements
Ensure that all direct reports understand Siemens and Service business objectives/strategies, in line with the Dashboard and the Value Proposition—in order that they understand the importance of their roles
Develop meaningful dashboard targets
Recognize direct reports for their achievements
Plan and implement schedules and vacations for all direct reports
Administrative/Other Tasks
Conduct administrative/other tasks that are required of the position, that support Siemens Healthineers, Service, and Service Operations
Complete all documents/reports required by Service management; ensure that direct reports complete required reports including expense and time reports
Maintain efficient communications practices, especially the timely responses to telephone, e-mail, and other messages
Schedule, plan, and conduct regular staff meetings
Note and communicate best practices and process improvement recommendations to management
Participate in senior and operational management forums
Support special projects as requested by the SO AM Regional Head and Modality Senior Management
Continue professional education and development, participating in Siemens training/development offerings as appropriate
Your Expertise
You have attained a Bachelor’s degree or equivalent experience
You have 5-8 years of experience working within a cross functional leadership role (MR Business area and/or Global experience preferred)
You have the ability to travel internationally
You possess professional experience required in product and service necessary to understand customer issues, service and delivery processes and application thereof in call center type environments
You have a solid understanding of service processes (e.g., SERVOR, ITIL) and their relations to other key sales and logistics processes and ability to drive the service business based on the supporting processes
You should have leadership experience which should include leadership of direct reports and guiding / motivating non direct reports within a matrix organization for employees located in various locations
You have experience working in multi-cultural teams
You have experience in project-driven activities
You demonstrate leadership to supervise direct reports and guide / motivate non direct reports within a matrix organization for employees located in various locations
You have organizational and functional knowledge of all levels of Siemens Healthineers is important for credibility with internal and external customers
You have knowledge of the Standard Operating Procedures (SOP), Work Instructions, Quality systems, and legislation required of the Head of Operations position
You have skills required to plan/manage the operational needs of the SO AM teams and to supervise direct reports: and the communications skills required of the position
Candidates can reside in the Americas; Please submit resumes/CVs in English.
The Base Pay Range For This Position Is $143,900 - $197,868. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.
The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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.
Equal Employment Opportunity Statement
Siemens Healthineers is an Equal Opportunity and Affiliated Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more, click here.
Reasonable Accommodations
Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here.
California Privacy Notice
California residents have the right to receive additional notices about their personal information. To learn more, click here.
Export Control
A successful candidate must be able to work with controlled technology in accordance with US export control law. Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administra...
