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 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.
Responsibilities:
Candidate must be able to 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, and make timely decisions with little direction. Candidate must also demonstrate the ability to sort through and analyze complex issues while leveraging appropriate resources to drive resolution throughout the Siemens Service Organization
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Inspire customer loyalty and increase customer satisfaction and engagement metrics while driving continuous improvement.
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Oversight for the scheduling and on-time completion of all customer planned service activities to include preventative maintenance, mandatory updates, Evolves and installation activities.
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Identify risk/growth opportunities, including opportunities for customer expansion. Develop and operationalize new offerings for the Siemens Service portfolio including Evolve and AdvanceNow.
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Drive people, process, and technology initiatives to optimize the desired Customer experience end-to-end.
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Develop and maintain departmental KPI’s and lead and drive cross departmental project teams.
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Lead teams to goal attainment including revenue recognition, career progression, training and developing individual and team competencies.
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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.
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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.
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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.
Key Working Relationships: Interacts and leads diverse cross-functional audience ranging from external customers, Service Business Management, Regional Support Center, Customer Care Center, Education Services, CSML, Finance, Customer Administration, and Business Process Engineering (Quality)
Required Knowledge/Skills, Education, Experience, and Attributes
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BS/BA in Business Management or at least 10 years of successful experience in a directly related field.
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The ability to drive people, process, and technology initiatives that optimize the Customer experience end-to-end.
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Outstanding communication skills, both written and verbal.
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Ability to build strong inter-personal relationships with peers and other key stakeholders. •
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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.
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Ability to interact at all levels up to and including Senior Executives.
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Strong documentation skills with attention to detail
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Entrepreneurial spirit
JOB LOCATION: Cary, NC (Not Remote)
Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.
How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.
To find out more about Siemens Healthineers businesses, please visit our company page here.
The base pay range for this position is:
$172,680 - $237,435
Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.
If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.
The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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.
Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
EEO is the Law: Applicants and employees are protected under Federal law from discrimination. To learn more, click here.
Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.
If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at [email protected]. Please note HR People Connect People Contact Center will not have visibility of your application or interview status.
California Privacy Notice: California residents have the right to receive additional notices about their personal information. To learn more, click here.
Export Control: “A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.”
Data Privacy: We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Register here to get started.
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To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.
