Head of U.S. Service Operations, Point of Care Diagnostics

Siemens Healthineers • East Walpole, MA

100d • $167,700 - $251,500

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. The Head of U.S. Service Operations is responsible for the full post-sale customer lifecycle within Siemens Healthineers' Point of Care Diagnostics business in the United States. This includes leadership over customer success, field service, and informatics implementation teams. This role ensures operational excellence, seamless customer onboarding, technical performance, and customer satisfaction across the installed base. The head of service acts as the central architect of customer experience, ensuring alignment with commercial, technical, and strategic objectives.

Requirements

• Bachelor's degree in Business Management, Marketing, Life Sciences (e.g., Medical Technology, Biology, Clinical Chemistry), or equivalent required.
• 10+ years of experience in a complex service environment (e.g., onsite and remote installations, on premises informatics solutions).
• 7+ years of experience leading, developing, training, and mentoring direct reports with documented success.
• Proven track record leading service teams in medical devices, diagnostics, or healthcare.
• Demonstrated success in meeting or exceeding service targets and large account development.

Responsibilities

• Set strategic direction and operating model for national post-sale service functions.
• Active management of the installed base, application support, customer training, customer education, and complex installation project management.
• Lead and develop service leadership team across customer success, field service, and implementation.
• Establish KPIs and accountability for customer onboarding success, service quality, system uptime, and customer retention.
• Ensure alignment between pre-sale expectations and post-sale delivery in collaboration with sales and marketing.
• Partner with revenue operations to track installed base health, performance trends, and expansion opportunities.
• Serve as executive escalation point for complex customer issues.
• Represent service in executive planning forums, strategic account reviews, and go-to-market alignment sessions.
• Liaise with headquarter functions to support and implement serviceability requirements in new diagnostic product designs and commercial products.
• Actively seek feedback from customers to maximize customer satisfaction.
• Define execution plans to support the End-of-Life (EOL) and End-of-Support (EOS) phases of products.
• Lead, coach, and mentor a team of service personnel, fostering a culture of customer excellence.
• Monitor performance metrics, provide feedback, and implement developmental plans to drive continuous improvement and career growth.
• Develop a long-term strategy for hiring, training, and building a high-quality service team to increase customer retention and profitability.
• Identify and prepare candidates for promotion and additional responsibilities.
• Lead change initiatives to align the team with organizational goals.
• Collaborate cross-functionally with Marketing, Product Management, Sales, Education, and Enterprise Solutions teams to drive business opportunities.
• Actively partner with Sales Excellence Team to align tools, execution plans, and processes for a comprehensive view of customer lifecycle including account expansion opportunities and risks.
• Define and implement the customer service strategy in alignment with the global POC customer service strategy.
• Assure operational performance through the respective CS processes, including adherence of processes to standards and regulations.
• Serve as a member of the POC customer service leadership team.
• Contribute to budget planning and strategic company target agreements to ensure team and organizational success.
• Collaborate with the US Leadership Team to enhance internal processes for best-in-class execution and exceed customer expectations.
• Work with product management and sales to ensure future offerings meet or exceed customer needs.
• Determine best practices that enhance customer experience and support scalable expansion throughout the United States.
• Field travel as needed to gain direct customer insights and ensure service excellence across the team.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree