Operations Service Manager - MI SPECT - 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. RESUMES TO BE SUBMITTED IN ENGLISH Functional Scope: Provide direction / support for the respective areas of responsibility (Identified product line(s)) by providing the highest levels of proactive / remote support (technical and applications) to both internal and external Customers. Business Units and Product Lines: MI SPECT Geographical Scope: Americas Area supported: MI SPECT speciﬁc CS organization within the Americas and globally via Follow the Sun Process Team locations: USA, Canada, Mexico, SAS and Brazil Employees: ~14 Tasks: Establish and operate a speciﬁc product line(s) as part of the Incident Management Process Support the organizational setup of the speciﬁc modality Deﬁne necessary resources (employees, location, and IT) Monitor, review and support Incident Management Process and other RSC processes Monitor and support targets and KPI's according to the modality guidelines Drive continued innovation and enhancement of service processes and tools (HoloLens, digital modelling, decision support etc.) Support and drive the adoption of regional organization strategies (e.g., Customer Satisfaction, Service Sales, Equipment Sales, etc.) Support team initiatives to maximize service operational efficiency and customer excellence Ensure appropriate resources to effectively enable the Incident Management Process Support escalations and deployment activities Personnel: Promote and support a Service Based Leadership Culture Develop highly motivated and committed product line(s) team Support personnel and professional development and lean management opportunities Cooperation: Ensure efﬁcient and seamless cooperation with other product line(s) Seamless cooperation with all business partners Ensure timely escalation of all product issues to appropriate parties Commercials: Plan and monitor product line(s) budget Control product line(s) cost development in RSC and take appropriate actions if necessary This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers Responsible for the day-to-day operations of an identiﬁed product line within a specific modality(s) to deliver incident management support to internal and external customers of the Regional CS Organizations of the Americas including both pro-active and reactive support activities. Responsibilities include shift schedule, on-call management, and resource planning as well as the ongoing personal and professional development of their teams to ensure the successful achievement of all identiﬁed Customer (Live Answer Rate), Business (Productivity / SVA / Revenue) and Employee (development / retention) targets for the product line identified as part of the overall CS strategy "from On-site to On-line".

Requirements

Professional experience required in product and service business. Product business experience necessary for understanding of customer issues and Service business.
Experience in service delivery processes and application thereof in call center type environments.
Solid understanding of service processes and their relations to other key sales and logistics processes and ability to drive the service business based on the supporting processes.
Project experience necessary since many activities are based on project-driven activities.
Leadership experience is essential. This experience includes leadership of direct reports and guiding / motivating non direct reports within a matrix organization for employees located in various locations.
Since this job includes all countries in an RSC's region with a wide range of different cultures and involves other world-regions, experience of working with different cultures and working in multi—cultural teams is important.
3 – 8 years of leadership/people management experience
Knowledge of both Country and Global process
International travel required
English speaking a must; Additional Spanish/French a plus

Nice To Haves

5 – 8 years of MI SPECT modality experience preferred

Responsibilities

Establish and operate a speciﬁc product line(s) as part of the Incident Management Process
Support the organizational setup of the speciﬁc modality
Deﬁne necessary resources (employees, location, and IT)
Monitor, review and support Incident Management Process and other RSC processes
Monitor and support targets and KPI's according to the modality guidelines
Drive continued innovation and enhancement of service processes and tools (HoloLens, digital modelling, decision support etc.)
Support and drive the adoption of regional organization strategies (e.g., Customer Satisfaction, Service Sales, Equipment Sales, etc.)
Support team initiatives to maximize service operational efficiency and customer excellence
Ensure appropriate resources to effectively enable the Incident Management Process
Support escalations and deployment activities
Promote and support a Service Based Leadership Culture
Develop highly motivated and committed product line(s) team
Support personnel and professional development and lean management opportunities
Ensure efﬁcient and seamless cooperation with other product line(s)
Seamless cooperation with all business partners
Ensure timely escalation of all product issues to appropriate parties
Plan and monitor product line(s) budget
Control product line(s) cost development in RSC and take appropriate actions if necessary
deliver incident management support to internal and external customers of the Regional CS Organizations of the Americas including both pro-active and reactive support activities.
Responsibilities include shift schedule, on-call management, and resource planning as well as the ongoing personal and professional development of their teams to ensure the successful achievement of all identiﬁed Customer (Live Answer Rate), Business (Productivity / SVA / Revenue) and Employee (development / retention) targets for the product line identified as part of the overall CS strategy "from On-site to On-line".