Operations Service Manager - MI SPECT - AMERICAS

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

RESUMES TO BE SUBMITTED IN ENGLISH

Functional Scope:

• Provide direction / support for the respective areas of responsibility (Identified product line(s)) by providing the highest levels of proactive / remote support (technical and applications) to both internal and external Customers.

• Business Units and Product Lines: MI SPECT

• Geographical Scope: Americas

• Area supported: MI SPECT specific CS organization within the Americas and globally via Follow the Sun Process

• Team locations: USA, Canada, Mexico, SAS and Brazil

• Employees: ~14

Tasks:

• Establish and operate a specific product line(s) as part of the Incident Management Process

• Support the organizational setup of the specific modality

• Define necessary resources (employees, location, and IT)

• Monitor, review and support Incident Management Process and other RSC processes

• Monitor and support targets and KPI's according to the modality guidelines

• Drive continued innovation and enhancement of service processes and tools (HoloLens, digital modelling, decision support etc.)

• Support and drive the adoption of regional organization strategies (e.g., Customer Satisfaction, Service Sales, Equipment Sales, etc.)

• Support team initiatives to maximize service operational efficiency and customer excellence

• Ensure appropriate resources to effectively enable the Incident Management Process

• Support escalations and deployment activities

Personnel:

• Promote and support a Service Based Leadership Culture

• Develop highly motivated and committed product line(s) team

• Support personnel and professional development and lean management opportunities

Cooperation:

• Ensure efficient and seamless cooperation with other product line(s)

• Seamless cooperation with all business partners

• Ensure timely escalation of all product issues to appropriate parties

Commercials:

• Plan and monitor product line(s) budget

• Control product line(s) cost development in RSC and take appropriate actions if necessary

This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers 

• Responsible for the day-to-day operations of an identified product line within a specific modality(s) to deliver incident management support to internal and external customers of the Regional CS Organizations of the Americas including both pro-active and reactive support activities.

• Responsibilities include shift schedule, on-call management, and resource planning as well as the ongoing personal and professional development of their teams to ensure the successful achievement of all identified Customer (Live Answer Rate), Business (Productivity / SVA / Revenue) and Employee (development / retention) targets for the product line identified as part of the overall CS strategy "from On-site to On-line".

Required skills to have for the success of this role 

• Professional experience required in product and service business.  Product business experience necessary for understanding of customer issues and Service business.

• Experience in service delivery processes and application thereof in call center type environments.

• Solid understanding of service processes and their relations to other key sales and logistics processes and ability to drive the service business based on the supporting processes.

• Project experience necessary since many activities are based on project-driven activities.

• Leadership experience is essential.  This experience includes leadership of direct reports and guiding / motivating non direct reports within a matrix organization for employees located in various locations.

• Since this job includes all countries in an RSC's region with a wide range of different cultures and involves other world-regions, experience of working with different cultures and working in multi—cultural teams is important.

• 3 – 8 years of leadership/people management experience

• 5 – 8 years of MI SPECT modality experience preferred

• Knowledge of both Country and Global process

• International travel required

• English speaking a must; Additional Spanish/French a plus

RESUMES TO BE SUBMITTED IN ENGLISH

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 here.

The base pay range for this position is:

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

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