Country Service Head, Siemens Healthcare Lab Solutions
Siemens Healthineers AG, Mission, KS, United States
* Supporting and promoting the Siemens Healthineers Purpose, and Shared Values.* Drive the strategy for the NAM CS LS Service business to optimize profitability and growth.* Execute Service business plans that align with our NAM Lab Solution business overall strategy.* Drive and optimize the service delivery model across Canada, leveraging technology and optimizing cost and resources.* Develop the key metrics/performance indicators for the Service Business to manage a growth-focused Service business.* In partnership with the Canadian Lab Solutions Commercial Teams, develop/align on critical success strategies that ensures a >90% of customers retention.* Provide business development operational strategies by analyzing data, defining critical measurements, determining customer service strategies, designing/improving systems, optimizing resource allocation, resolving problems, and implementing key changes.* Establish processes and mechanism for delivering sustained exceptional customer experience and customer satisfaction.* Recruit, train, motivate, supervise, mentor, and evaluate department staff, and implement effective succession plans.* Highly Engaged Service Team, where employees share a common Vision, are united by our Values and are committed to delivering on our Mission.* Ensuring efficient execution of all CS Business Management Processes in order to drive CS Revenue and market growth:
+ Market analysis and competitive transparency
+ Customer base analysis and business potential identification
+ Service portfolio, offerings and pricing
+ Contract management* Inspiring, motivating, and developing teams providing appropriate direction, support, and involvement.* Developing a high-performance culture that demonstrates teamwork and success.* Promote and display leadership skills that promote a culture of engagement throughout the team.* Championing change and support the implementation of change management initiatives.* Actively collaborating with other functions across the globe and build partnerships within Services, Sales and Modality leaders.* Directing the most complex conflict resolution for internal and external conflicts.* Continually inform staff about the economic development of the business and customer feedback.* Identifying strategies to improve employee engagement and safety.* Ensuring high quality customer service, contract obligations are met, internal requirements are met (information tracking, reporting) and financial targets achieved.* Executing initiatives to ensure appropriate communication with customers.* Interface across the Healthineers organization to prevent customer issues and address customer concerns.* Supporting addressing customer expectations, drive team to reduce resolution time.* Owning the customer experience by supporting team to enhance service delivery.* Developing strategies to improve customer service.* Managing P&L for the Canadian CS business, focusing on costs in order to meet business goals and identify areas of concern that effect Revenue and Gross Margin (total and by modality), COGS (labour and material), Gross Profit, and Operational Expenses.* Collaborating with the Sales organization, ensuring that a sales strategy is developed for Canada driving growth of the CS business in new, renewal and recapture business.* Ensuring operations are able to meet quality certification standards, manage the installed base, and manage customer expectations, through routine works and escalations; direct the preparation and maintenance of quality and safety certifications.* Ensuring the highest technical, operational, and financial performance of Canada’s installation projects, equipment services and maintenance, and upgrades/updates of medical equipment, while following technical specification and requirements.* Assessing resource development and training needs. Execute required workforce planning and calculation related to installed base development and budget frames in coordination with respective Regional Service Managers (RSMs).* You have professional experience in a service business in a relevant industry.* You have proven experience in managing, leading and motivating managers, teams, and individuals* You are sensitive towards and experience with multinational companies, clients, and people.* You have proven ability in positive, successful collaboration with Senior Executives and C-Suite customers.* You have the ability to prioritize work, taking into account a complex matrix of input.* Ability to develop short-term and long-term strategic plans and demonstrate critical thinking on how to provide customer solutions.* Healthcare industry knowledge on trends and influences for our customer base.* Knowledge on how the Siemens Healthineers value proposition supports customers.* Minimum of BA/BS degree and or equivalent experience in Medical Device Industry.* 10+ years of successful leadership experience in a directly related field.* You have the ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents.* You think strategically to address internal and external problems.* You effectively present information to co-workers and employee groups, including executive management, customers at various levels and public representatives.* You have superior communication skills and ability to effectively communicate with stakeholders at many levels within the organization and customers.* You have excellent organizational skills and exceptional customer focus.* You demonstrate and apply advanced knowledge of concepts, practices, and procedures for areas managed and expert knowledge of other areas in the company and how they interact.* You demonstrate advanced understanding and application of management approaches for work direction, motivation, and performance management.* You have experience in developing and driving positive employee relations. Experience working in a unionized environment is preferred.* Experience with SAP, analytics, and automation tools is a plus.**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 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.
#J-18808-Ljbffr
+ Market analysis and competitive transparency
+ Customer base analysis and business potential identification
+ Service portfolio, offerings and pricing
+ Contract management* Inspiring, motivating, and developing teams providing appropriate direction, support, and involvement.* Developing a high-performance culture that demonstrates teamwork and success.* Promote and display leadership skills that promote a culture of engagement throughout the team.* Championing change and support the implementation of change management initiatives.* Actively collaborating with other functions across the globe and build partnerships within Services, Sales and Modality leaders.* Directing the most complex conflict resolution for internal and external conflicts.* Continually inform staff about the economic development of the business and customer feedback.* Identifying strategies to improve employee engagement and safety.* Ensuring high quality customer service, contract obligations are met, internal requirements are met (information tracking, reporting) and financial targets achieved.* Executing initiatives to ensure appropriate communication with customers.* Interface across the Healthineers organization to prevent customer issues and address customer concerns.* Supporting addressing customer expectations, drive team to reduce resolution time.* Owning the customer experience by supporting team to enhance service delivery.* Developing strategies to improve customer service.* Managing P&L for the Canadian CS business, focusing on costs in order to meet business goals and identify areas of concern that effect Revenue and Gross Margin (total and by modality), COGS (labour and material), Gross Profit, and Operational Expenses.* Collaborating with the Sales organization, ensuring that a sales strategy is developed for Canada driving growth of the CS business in new, renewal and recapture business.* Ensuring operations are able to meet quality certification standards, manage the installed base, and manage customer expectations, through routine works and escalations; direct the preparation and maintenance of quality and safety certifications.* Ensuring the highest technical, operational, and financial performance of Canada’s installation projects, equipment services and maintenance, and upgrades/updates of medical equipment, while following technical specification and requirements.* Assessing resource development and training needs. Execute required workforce planning and calculation related to installed base development and budget frames in coordination with respective Regional Service Managers (RSMs).* You have professional experience in a service business in a relevant industry.* You have proven experience in managing, leading and motivating managers, teams, and individuals* You are sensitive towards and experience with multinational companies, clients, and people.* You have proven ability in positive, successful collaboration with Senior Executives and C-Suite customers.* You have the ability to prioritize work, taking into account a complex matrix of input.* Ability to develop short-term and long-term strategic plans and demonstrate critical thinking on how to provide customer solutions.* Healthcare industry knowledge on trends and influences for our customer base.* Knowledge on how the Siemens Healthineers value proposition supports customers.* Minimum of BA/BS degree and or equivalent experience in Medical Device Industry.* 10+ years of successful leadership experience in a directly related field.* You have the ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents.* You think strategically to address internal and external problems.* You effectively present information to co-workers and employee groups, including executive management, customers at various levels and public representatives.* You have superior communication skills and ability to effectively communicate with stakeholders at many levels within the organization and customers.* You have excellent organizational skills and exceptional customer focus.* You demonstrate and apply advanced knowledge of concepts, practices, and procedures for areas managed and expert knowledge of other areas in the company and how they interact.* You demonstrate advanced understanding and application of management approaches for work direction, motivation, and performance management.* You have experience in developing and driving positive employee relations. Experience working in a unionized environment is preferred.* Experience with SAP, analytics, and automation tools is a plus.**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 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.
#J-18808-Ljbffr