Head of Service

2 weeks ago

Dhaka, Dhaka, Bangladesh Siemens Healthineers Full time $90,000 - $120,000 per year

Purpose

  • Managing the Customer Services organization as an economic unit with a process-oriented organization. Expanding Healthineers competitiveness with professional services to ensure highest customer satisfaction. Build, lead, and scale a talented team of managers while embedding the positive and unique values of company culture.

Key Responsibilities

  • Maintain highest customer satisfaction incl. profitability in particular within the framework of Siemens Healthcare, Customer Services
  • 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
  • Ensure highest technical, operational and financial performance installation projects, equipment services and maintenance, upgrades and updates of medical equipment according technical specification.
  • Ensure the functional operation of a Customer Care Center (CCC) and implement the required Service Support Process SERVOR (Registration, clarification, dispatch, spare part logistic, service confirmation)
  • Introducing and maintaining the ERP for operational/financial controlling
  • Maintain local customer database (Install base)
  • Ensure proper data collection for any service incident
  • Generate standard reports for equipment and operational performance
  • Overview recourse development and execute required manpower calculation related to I-base development and budget frame
  • Develop staff training in coordination with its respective supervisors/managers"
  • Ensure efficient execution of all CS Business Management Processes in order 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
  • Ensure extensive sales support to the local sales organization / modality manager

Ensure technical collaboration and knowledge transfer during sales offers and projects

  • Managing all external Service Partner Processes within the Customer Service as an economic unit with a process-oriented organization, Following local and HQ defined business objective for archiving required operating profit
  • Manage 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
  • Holds the disciplinary responsibility for the staff it is assigned to him/she
  • Due to the size of organization may be delegated to specific local supervisors/managers
  • Informing the staff about the economic development of the business

Knowledge

  • Solid knowledge of customer values, needs, and goals to design processes solving for customers first
  • Solid knowledge of rules and regulations in Healthcare industry
  • Excellent knowledge of Healthcare industry to set business directions in future

Experience

  • Experience in managing, leading and motivating teams and individuals.
  • Professional experience in a service business in a relevant industry.
  • Experience dealing with customer complaints.
  • Experience creating an inclusive team environment that fosters trust and a sense of empowerment
  • Proven track record of overachieving business targets
  • Experience in Imaging Business.
  • Ideally an electrical engineering degree holder with MBA.
  • Bangladesh market experience is mandatory.

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