Head of Customer Services

Do you want to join us in helping to fight the world's most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere. We offer you a flexible and dynamic environment with opportunity to go beyond your comfort zone in order to grow personally and professionally. Sounds interesting? Then come in and join our ASEAN team as Head of Customer Services (CS) to ensure profitable CS Group by maintaining the highest level of customer satisfaction and equipment up-time rate. Your tasks and responsibilities: You will maintain highest customer satisfaction including profitability within the framework of Siemens Healthineers Customer Services. You will be responsible for the achievement of the target agreement and the quarterly business reviews. You will be responsible for service budgets by including the installed base development, the contractual/ non-contractual work and service sales programs in accordance the defined Healthineers target agreements. You will ensure highest technical, operational, and financial performance installation projects, equipment services and maintenance, upgrades and updates of medical equipment according to technical specification. You will ensure the functional operation of Customer Care Center (CCC) and implement the required Service. You will have overview resource development and execute required manpower calculation related to installed base development and budget frame. You will provide feedback, advice, and development guidance to employees to support them in the realization of high performance; planning and fostering the development of individual competences. You will ensure efficient execution of all CS Business Management Processes to drive CS Revenue and market growth. Market analysis and competitive transparency Customer base analysis and business potential identification Service portfolio, offerings, and pricing Contract management You will manage all external Service Partner Processes within the Customer Services as an economic unit with a process-oriented organization, following local and HQ defined business objective for archiving required operating profit. You will develop and leverage on relationships, network within/ across teams/ work groups to achieve results. You will lead by example of our Siemens Healthineers leadership and principles. To find out more about the specific business, have a look at https://www.siemens-healthineers.com/services/customer-services Your qualifications and experiences: You hold a successfully completed Degree or higher in medical science, engineering, computer science or in a related discipline; technical understanding is a pre-requisite. You have professional experience in managing a service business and responsible for P&L. You possess Leadership and People Management with proven outcomes. You have successfully navigated in matrix organizations and process understanding. You have good healthcare knowledge as well as service affinity and good service process knowledge and its key performance indicators. You have in-depth market knowledge, as well as expertise on competitors and trends in the imaging & diagnostic services area. You have knowledge of regulatory and legal requirements within service. Your attributes and skills: You possess good analytical skills to drive continuous improvements. You possess good communication, people management and organizational capability. You possess ability to prioritize work considering complex matrix of inputs. You are motivated in driving strategic topics and you always keep an eye on customer interests. Ideally, you have gained both international experience and intercultural sensitivity with multinational companies, clients, and people. You have good customer management skills with proven outcome. Experience in negotiating with and managing customers and their complaints. Working Location: Potentially in one of the ASEAN Countries - Indonesia/ Malaysia/ Philippines/ Singapore/ Thailand/ Vietnam Our global team: We are a team of 68,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways. Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark idea