Country Service Head, Siemens Healthcare Lab Solutions
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Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit.
As Country Service Head, Siemens Healthineers North America Lab Solutions you will be responsible for:
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
People Responsibilities:
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.
Customer Responsibilities:
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.
Shareholder Responsibilities:
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).
This position may suit you best if you are skilled and knowledgeable with what is below, and would like to further develop your career with Healthineers.
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.
Required skills to have for the success of this role:
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.
A minimum of 40% travel is required.
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 at Siemens Healthineers Canada.
The expected compensation for this position is:
$119,000 - $169,000Factors which may affect starting compensation within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Siemens Healthineers offers a variety of health and wellness benefits including a flexible benefits plan, Defined Contribution Pension Plan, Registered Retirement Savings Plan matching contributions, plus a competitive paid time off program including vacation, company holidays, sick leave, and parental leave (all subject to eligibility requirements).
This information is provided per required laws and regulations. Applicants should apply via Siemens Healthineers external or internal careers site.
Equal Employment Opportunity Statement: Siemens Healthineers is committed to creating a diverse environment and is proud to be an equal opportunity employer. While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
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