الوصف الوظيفي
Do you want to help shape the future of healthcare? Our name, Siemens Healthineers, was selected to honour our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry.
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 a DX LS Country Service Head (SHS DX CS-LS EMEA MEA UAE) based in Dubai, UAE Align Service Teams to product and service value-chain processes through development and implementation of functional operational strategies and models, enabling high performance teams and customer satisfaction, reducing quality risks and drive compliance
Your tasks and responsibilities:
•Service execution: align and integrate InVitro service people or teams in Technical and Application Services to Product portfolio and install base. Develop the business by linking people competencies and qualification to Products and quality indicators, contractual/non-contractual work, identify gaps, develop a roadmap, goals and KPIs (Certification, SVA, FVFR, MTBF, MTTR etc.). Lead and execute developmental activities (e.g. SRS, LifeNet, digital platforms/tools, contracts/performance plans etc.), and align to service process value-chain in Service Operations. Develop and communicate business plan, target agreement, monitor activities and perform quarterly business reviews – reporting to internal customers in the Healthcare organization.
•People management: lead and develop a Technical (CSEs) and Applications (CAS’s) team capable of delivering service levels and customer interactions across multiple segments and channels. Resource capacity planning and organisation (workshop spaces, people and manpower, training, tools, equipment) and budgeting for In-Vitro business, covering both technical and application services. Motivate for and fill approved headcount positions in compliance with recruitment policies and procedures. Manage the InVitro Technical and Applications service teams, execute People Leadership Practices (PLPs) including succession planning. Align people and team’s performance goals or indicators to support achievement of CS strategy and service value chain functions in Operations. Support the field force in any specific issues related to the In-Vitro modalities.
•Contract management: analyse and report on customer service levels, identify trends, service costs, risks and improvement opportunities. Collaborate with Sales, Modality Managers, CS Marketing, Service Operations and execute improvement initiatives. Negotiate and perform reviews of contracts, terms and conditions, rates and service levels. Track contract performance indicators for respective customers, communicate with teams, align field team activities, drive competencies, and ensure service interventions meet customer expectations and service obligations.
•Communicate and ensure organisational wide transparency on In-Vitro Technical, Applications and Business Partner service activities – including installation projects in planning and execution, equipment services and maintenance, upgrades and updates of medical equipment according to technical specification: achieve financial results, productivity, and product safety and performance.
•Customer relationship management (CRM): build and maintain collaborative relationships with internal and external customers for new service business development opportunities. Ensuring customer satisfaction through development of skills and competencies for field teams (technical and applications), align to product performance expectations and partner with Project Management, Service Operations, CS Marketing, Service Partner Management, Sales and Product Management to ensure customer satisfaction. Monitor and report business process metrics and manage customer service effectiveness. Focus on high volume businesses and contracts, as well as on key customer relations.
•Training and qualification: alignment to Product repairs, maintenance and performance needs, and delivery of internal competency training for In-Vitro CSEs and Application Specialists, including readiness to support sales and product teams. Competence and qualification management of the Technical (CSEs) and Application Specialists (ASEs) teams, lead recruitment and selection, developing, planning and monitoring of continuous internal training and education for field teams. Deliver approved and implementable training plans for CSEs and ASEs. Responsible for managing, monitoring and improving safety and quality standards on both product and people, ensuring operating procedural training and compliant service execution for In-Vitro in the CS Organization.
•Service workshop and training: organise and maintain the repair workshop and training centre for InVitro medical devices, develop maintenance training courses, administer and offer training to internal teams and first line training for customers personnel, providing a repair and training environment that enables successful maintenance and training programs, including required spare-parts inventory lists and consumables for repairs, tests, and demonstrations.
•Product and projects; customer service consultancy and representation in installation projects planning and execution phases acting as specialist resource planner in meetings with Projects, DX Sales and Product teams incl. informing resource forecasting, planning, and schedule allocation, managing risks, proactively addressing capacity and competency gaps of CSEs and ASEs. Contributes and collaborates with DX Project Management teams to deliver product/projects commissioning handovers and achieve go-lives.
•As InVitro country service manager, support CRM process, incl. field insight into customer hot sites, issues, needs and known technical and application errors as well as advising troubleshooting know-how and experience, participation in the development and optimization of service value chains and drive customer focus in partnership with Service Operations.
•Communication and collaboration; ensure smooth and efficient communication between CS and DX Sales and Product teams. Drive and proactively manage execution of Technical and Applications service functions and drive adoption and use of digital service solutions by teams and at customer sites in cooperation with the Service Operations and Customer Care Centre i.e. scheduling, pre-clarification, dispatching, reporting etc.
•Lead, coach and mentor Service Engineers – Technical and Applications. Holds leadership and disciplinary responsibility for the staff assigned direct or indirect reports. Due to the size of organization may be delegated the responsibility to specific local service teams and business partners in the service areas or regions.
•Communicating and informing the Customer Service Engineers (CSEs) and Application Specialists (ASEs) about the economic development of the business, their valuer-add during business meetings taking place at regular intervals. Monitor, measure, and report team KPIs.
•Comply with national and local organisation regulations, quality, and safety standards, including compliance by staff assigned. As well as executing risk assessments and putting measures and controls to manage risks to safety and quality standards from Siemens Healthcare and legislature.
Outputs:
•Customer satisfaction (NPS, NSI etc.)
•SRS connectivity and OCI targets
•Employee (CSEs and ASEs) retention/turnover
•ASE and CSE Certification, vertical and horizontal coverage
•Product maintainability/serviceability (MTBF, System Availability (SA) etc.)
•CSE and ASE effectiveness (SVA, FVFR, MRT etc.)
•Monthly/quarterly reports (e.g. customer groups, targets versus actuals etc.)
•Revenue growth/profitability
•Service cost targets (e.g. training investment per employee, service costs per notification etc.)
Our global team:
Siemens Healthineers is a leading global medical technology company. 50,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services.
Our culture:
Our culture embraces different perspectives, open debate, and the will to challenge convention. Change is a constant aspect of our work, and our culture promotes innovation. We aspire to lead the change in our industry rather than just react to it. That’s why we invite you to take on new challenges, test your ideas, and celebrate success.
As an equal opportunity employer, we welcome applications from individuals with disabilities.
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.
