Country Service Head , Diagnostics

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. 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. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://jobs.siemens-healthineers.com/careers

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:

• Customer base analysis and business potential identification
• Managing the Field Service business by directing, coordinating, and leading the organization and its activities to meet/exceed customer service expectations and financial metrics.
• Responsible for managing the leaders in the departments, providing support, guidance, leadership, and direction.
• 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.
• Contract management
• Managing the application activities for all Healthcare Business Units; ensure external and internal customer excellence in all Application Services (Support & Training); enable Application business development; drive optimal synergies between CS organization, Application team and Sales
• 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
• 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.
• Ensuring efficient execution of all CS Business Management Processes to drive CS Revenue and market growth:
• Market analysis and competitive transparency
• Service portfolio, offerings, and pricing
• 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.

People Responsibilities:

• Identifying strategies to improve employee engagement and safety.
• Continually inform staff about the economic development of the business and customer feedback.
• Promote and display leadership skills that promote a culture of engagement throughout the team.
• Actively collaborating with other functions across the globe and build partnerships within Services, Sales and Modality leaders.
• Developing a high-performance culture that demonstrates teamwork and success.
• Directing the most complex conflict resolution for internal and external conflicts.
• Championing change and support the implementation of change management initiatives.
• Inspiring, motivating, and developing teams providing appropriate direction, support, and involvement.

Customer Responsibilities:

• Interface across the Healthineers organization to prevent customer issues and address customer concerns.
• Supporting addressing customer expectations, drive team to reduce resolution time.
• Ensuring high quality customer service, contract obligations are met, internal requirements are met (information tracking, reporting) and financial targets achieved.
• Owning the customer experience by supporting team to enhance service delivery.
• Executing initiatives to ensure appropriate communication with customers.
• Developing strategies to improve customer service.

Shareholder Responsibilities:

• 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).
• Managing P&L for the Canadian CS business, focusing on costs 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.
• 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.
• Ensuring operations can 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.
• 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.

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

• Healthcare industry knowledge on trends and influences for our customer base.
• You can 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.
• You have professional experience in a service business in a relevant industry.
• You have proven ability in positive, successful collaboration with Senior Executives and C-Suite customers.
• Knowledge on how the Siemens Healthineers value proposition supports customers.
• 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.

Required skills to have for the success of this role

• You have experience in developing and driving positive employee relations. Experience working in a unionized environment is preferred.
• Minimum of BA/BS degree in the medical health sciences field (Medical Technology, Engineering, etc.) or in business or marketing.
• You think strategically to address internal and external problems.
• Experience with SAP, analytics, and automation tools is a plus
• You have superior communication skills and ability to effectively communicate with stakeholders at many levels within the organization and customers.
• 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 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 effectively present information to co-workers and employee groups, including executive management, customers at various levels and public representatives.
• You have excellent organizational skills and exceptional customer focus.
• A minimum of 40% travel is required.
• You demonstrate advanced understanding and application of management approaches for work direction, motivation, and performance management.

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

In our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity, Siemens Healthineers requires employees, contractors, and business partners to be fully vaccinated with relevant dose(s) of a Health Canada approved vaccine for all new hires by their start date.

“Fully vaccinated” means it has been 14 days after receiving the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (i.e. two doses of a two-dose vaccine series, or one dose of a single-dose vaccine series), and which may include, at the Company’s discretion, any further doses in accordance with Health Canada guidelines.

Exemptions will only be granted for medical reasons or on the basis of a protected ground under applicable human rights legislation.

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose: To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

If you want to join us in transforming the way healthcare is delivered, visit our career site at https://jobs.siemens-healthineers.com/careers

If you wish to find out more about the specific division before applying, please visit:

https://www.siemens-healthineers.com/en-ca/about

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