POC Service Execution Manager

Job Description:
As the Service Execution Manager for Point of Care Diagnostics, the person will be responsible for managing customer service within designated region/zone, with a process-oriented organization  . Your mission is to align with local and HQ business objectives to achieve the desired operating profit while enhancing our competitiveness in the Point of Care Diagnostics market in India. You will ensure the highest level of customer satisfaction by delivering professional services that meet and exceed expectations.   
Areas of  Responsibility:  
Technical & Tactical Leadership:

• Develop and execute the customer service strategy for Point of Care Diagnostics in India, aligning it with overall business objectives.
• Provide technical guidance to the Field Service Engineers and ensure all CS team members are well trained/skilled at all times.
• Collaborate with cross-functional teams, including sales, marketing, and product management, to enhance customer engagement and satisfaction.
• Implementing the service budgets by including the installed base development, the contractual/non-contractual work and service  sales programs to meet the defined Healthcare target agreements.
• Maintain highest customer satisfaction incl. profitability in particular within the framework of Siemens Healthcare, Customer  Services. 

Team Management:

• Build, mentor, and lead a high-performing customer service team, providing training and development opportunities.
• Establish clear performance metrics (KPIs) and conduct regular performance reviews to ensure team accountability and growth.

Post Sales Support & Collaboration:

• Prioritize sales support to the local sales organization, including coordinating customer pricing for maintenance contracts and other service offers.
• Facilitate technical collaboration and knowledge transfer during sales projects.
• Create and deliver training programs for staff and Business Partners in alignment with the specific needs of the Point of Care Diagnostics business.
• Ensure extensive sales support to the local sales organization /  modality manager; Coordinate customer pricing for maintenance  contract and other service sales offers; Ensure technical  collaboration and knowledge transfer during sales offers and  projects  

Operational Excellence:

• Follow the required Service Support Processes 
• Implement and optimize customer service technologies and tools, including CRM systems, to enhance service delivery.
• Ensure outstanding technical, operational, and financial performance across installation projects, equipment services, and maintenance, adhering to technical specifications specific to Point of Care Diagnostics.
• Ensure Business Partners/Third Party Service providers are well oriented and trained to deploy/execute requisite processes and tools. 
• Ensure highest technical, operational and financial performance, installation projects, equipment services and maintenance,  upgrades and updates of medical equipment according technical  specification.  

Quality Assurance:

• Establish quality assurance protocols to maintain high service standards and compliance with industry regulations.
• Monitor key performance indicators (KPIs) and service level 

Stakeholder Collaboration:

• Maintain highest customer satisfaction incl. profitability in particular within the framework of Siemens Healthcare, Customer  Services. 
• The function builds the "One face to the customer" and  act as a "Customer Care Manager" and ensures that all customer  requirements are met through the network of Business Partners and Distributors.  

Skills

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proficiency in CRM software and customer service tools.
• Knowledge of Point of Care Diagnostics and the healthcare industry is a plus.

Dimension of  Function:

• Reports directly to the POC Country Service Head  
• Responsible for their detailed functions described above and within the  individual targets and Key Performance Indicators (KPIs)  
• The  POC Service Execution Manager has the role of a “Customer Care Manager” as well.  

Qualification & Experience: 

• University degree in BE / BTech in Electronic, Instrumentation, Bio-Medical or Electronic & Communication. Additional degree in Business Administration preferable   
• Minimum 7 years of experience in customer service, in healthcare or diagnostics sector.
• Experience is desired in the following areas: service/support processes, medical/diagnostic equipment, capabilities to coordinate completion of activities, analytical skills for data consolidation, influencing without authority across INDIA and zones.
• Proven track record of driving operational improvements.