Head of Specialty Services, Cary, NC

Siemens Healthineers

3d•$172,680 - $237,435•Onsite

About The Position

The Head of Specialty Services position requires a strong customer and employee focused leader who has a proven track record in anticipating customer and organizational needs within our dynamic marketplace. This role will report directly into the Head of Service Operations US. The selected leader must have the ability to inspire and motivate others while strengthening team dynamics through employee focus and engagement. Candidate will serve as a cross functional partner with the Customer Care Center, Service Business Management, RSC, Field, and Finance teams as we strive to innovate and operationalize new product and service offerings.

Requirements

BS/BA in Business Management or at least 10 years of successful experience in a directly related field.
The ability to drive people, process, and technology initiatives that optimize the Customer experience end-to-end.
Outstanding communication skills, both written and verbal.
Ability to build strong inter-personal relationships with peers and other key stakeholders.
Ability to drive accountability and ownership within a matrix environment.
Strategic thinker with the ability to approach problems as opportunities.
Self-starter, self-motivated, high level of initiative within a fast-paced, constantly evolving matrixed organization.
Ability to interact at all levels up to and including Senior Executives.
Strong documentation skills with attention to detail.
Entrepreneurial spirit.
Must be able to work with controlled technology in accordance with US export control law.

Responsibilities

Develop and enhance team competencies within assigned areas.
Ensure compliance to all Siemens Healthineers policies and procedures.
Lead team in adapting to changing business needs.
Make timely decisions with little direction.
Sort through and analyze complex issues while leveraging appropriate resources to drive resolution throughout the Siemens Service Organization.
Inspire customer loyalty and increase customer satisfaction and engagement metrics while driving continuous improvement.
Oversight for the scheduling and on-time completion of all customer planned service activities to include preventative maintenance, mandatory updates, Evolves and installation activities.
Identify risk/growth opportunities, including opportunities for customer expansion.
Develop and operationalize new offerings for the Siemens Service portfolio including Evolve and AdvanceNow.
Drive people, process, and technology initiatives to optimize the desired Customer experience end-to-end.
Develop and maintain departmental KPI’s and lead and drive cross departmental project teams.
Lead teams to goal attainment including revenue recognition, career progression, training and developing individual and team competencies.
Investigate customer complaints and provide thorough resolution.
Determine operational strategies by conducting needs assessments based off voice of the customer, quality audits, performance reviews, and capacity planning.
Works closely with the Domestic and International Product Support Teams, Customer Care Center, Regional Support Centers, Education Services, Finance and Business Management teams to ensure timely completion of Evolve Updates which impact organization’s ability to reach forecasted revenue projections for each fiscal year.
Defines Update and Evolve Lifecycle Processes including Update strategic planning, due date assignment, material availability and on time completion to meet assigned financial targets.
Adhere to departmental budget/cost-revenue management.