Head of Service

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 managerEnsure 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 businessKnowledge 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 futureExperience 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.