Head of Operations SO Americas

Siemens Healthineers

About The Position

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. This role will manage a team that directly supports customer service activities to achieve the goals set by Siemens Service management. Goals include driving the customer experience through Medallia, reducing cost impacts through key TBL initiatives, improving the customer support through strategic changes to Teamplay Fleet management, overflow performance management, and analytical improvements to uncover opportunities for improvement. 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 performance. Provide 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.

Requirements

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 (eg. 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 / motivating 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.

Responsibilities

Function independently to plan and manage the SO AM Operations Team
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.
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
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.
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.
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.
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
Hire and develop SO AM Operations staff and manage their activities to meet assigned objectives.
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.
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 performance.
Provide 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.
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.
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.