Job Description:

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.

We offer you a flexible and dynamic environment with opportunity to go beyond your comfort zone in order to grow personally and professionally. Sounds interesting?

Then come in and join our global team as Head of Remote Services, Asia Pacific Japan (APJ) & China to provide best-in-class reactive and proactive incident management with remote service delivery to customers and CSE/ CAS in the APJ & China Region. You will contribute to the development of the global Remote Services Strategy, Roadmap, and a continuous Incident Management Service (IMS) process improvement. As part of a global remote service delivery organization the main process targets are speed and effectiveness.

You will serve our customers and country service organizations with maximized operational efficiency to maximize system uptime, raise customer satisfaction, and customer/ country loyalty as well as the profitability of the countries. Focus on continual improvement of skills, value-add tools, processes, products, and services. Develop a global, interactive service culture in which all employees are valued and given opportunity to grow and to succeed.

Your tasks and responsibilities:

You will develop and manage the Remote Services APJ & China as part of the global remote service delivery organization for Incident Management Service (IMS) within Siemens Healthineers Customer Services.

You will define and implement the organizational setup of the Remote Services APJ & China.

You will define necessary resources (employees, managers, location, and IT).

You will manage and coach Remote Services team to strive for best performance.

You will monitor performance and compliance to Service Level Agreements and define corrective actions.

You will monitor, review and control Incident Management Process and other IMS processes.

You will define and monitor targets and KPI’s according to the headquarter guidelines and service operations guidelines (End to End KPIs IMS/ PMS including Phone Fix rates, Site Visit Avoidance, First Visit Fix Rates, Trouble Shooting Rate etc.).

Input to continued process improvements.

You will provide regional leadership and direction to ensure that the Regional Service and Support teams have necessary blend of skills, knowledge, and experience to allow them to meet, or exceed, their strategic and performance targets.

You will ensure strategic personnel development and lean management structure.

You will develop a highly motivated and committed Remote Services team.

You will manage the performance of all direct reports against key roles, competencies, and performance objectives.

You will create personal objectives that are in line with strategic and business goals and that foster a climate which encourages both empowerment and teamwork.

You will ensure efficient and seamless cooperation with other Remote Services.

You will seamlessly cooperate with country organizations and headquarters.

You will plan, agree upon in writing and monitor budget with the Remote Services steering board in the region.

You will control cost development proactively in Remote Services and take appropriate actions if necessary.

You will manage organizational productivity and contribute to countries profitability.

You will support request for local/ regional temporary projects with clear next steps and milestones to support all countries/ region on agreed upon service imperatives.

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Your qualifications and experiences:

You have at least 10 years of professional experience required in product and service business. Product business experience necessary for understanding of customer issues and service business experience in global service delivery processes and application thereof in call center and expert type environments.

You possess solid understanding of service processes (e.g., SERVOR, ITIL) and their relations to other key sales and logistics processes and ability to drive the service business based on the supporting processes.

You possess 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 within the AP region.

Since this job includes all countries in a Remote Services’ 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.

Your attributes and skills:

You possess international management and leadership capabilities in a service-related environment, and preferably of working in a large, culturally diverse region.

Knowledge in Project Management methodologies.

You possess commercial knowledge.

You possess knowledge of Global Service and Support requirements, processes, and policies.

The ability to support countries that are engaging with Business Suppliers and Business Partners.

You are comfortable with strategy development, ability to manage change, and to implement.

You possess the ability to manage a virtual team, providing leadership in different situations and utilizing various communication methods both remotely and face to face.

You possess facilitator techniques, negotiation skills and presentation skills.

You possess ITIL and GDP knowledge.

Our global team:

We are a team of 68,000 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.

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Click to get started.

To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.


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