Country Service Head

**Job ID**:

- 371150**Company**:

- Siemens Healthcare Limited**Organization**:

- Siemens Healthineers**Job Family**:

- Customer Services**Experience Level**:

- Experienced Professional**Full Time / Part Time**:

- Full-time**Remote vs Office**:

- Hybrid (Remote/Office)**Contract Type**:

- Permanent**Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare.**
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**For everyone. Everywhere.**

**At Siemens Healthineers, We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting? Then come and join our global team as Country Service Head, Siemens Healthcare Diagnostics (DX) to maintain and manage the invitro diagnostics service operations to meet customer requests in accordance with contractual obligations and customer satisfaction.**

**Our global team***: We are a team of more than 69,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.**

**Our culture***: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world.**
***This is a role well suited to an ambitious professional, looking for the next step in their career. As a**
**Country Service Head**
**for Diagnostics, you will be responsible for**:
- The Core Lab Solutions (CLS) and the Specialty Lab Solutions (SLS) business areas in Canada and leads all departments within the Canadian Customer Service (CS) business including Field Service, Applications, Business Management, Parts, and Customer Care Centre. You will accompany and support customers during external reference site visits
- Supporting and promoting the Siemens Healthineers Purpose, Values and Behaviours - what they are and how they support our Healthineers New Ambition and the CS strategy of taking care of our people, customers, and shareholders.
- Maintaining highest customer satisfaction including profitability in particular within the framework of Siemens Healthineers in the CS business; planning and drafting the annual Healthcare target agreement and the quarterly business reviews.
- Implementing the service budgets by including the installed base development, the contractual/non-contractual work and service sales programs in accordance the defined Healthcare target agreements.
- Responsible for managing the leaders in the departments, providing support, guidance, leadership, and direction.
- Managing the Field Service business by directing, coordinating, and leading the organization and its activities to meet/exceed customer service expectations and financial metrics.
- Ensuring efficient execution of all CS Business Management Processes 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