Siemens Careers

VP, Zone Service

Chicago, Illinois
Customer Services

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English (US)

Job Description

Division: Siemens Healthineers
Business Unit: Healthineers (HC)
Requisition Number: 233151
Primary Location: United States-Illinois-Chicago
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Bachelor's Degree
Travel Required: 50%

Division Description:

At Siemens Healthineers, we are passionate about enabling healthcare professionals to deliver high quality patient care, and to do so affordably.  A leading global healthcare company, Siemens Healthineers continues to strengthen our portfolio of medical imaging and laboratory diagnostics, while adding new offerings such as managed services, consulting, and healthcare IT services – as well as further technologies in the growing market for therapeutic and molecular diagnostics.
 
Siemens Healthineers develops innovations that support better patient outcomes with greater efficiencies, giving providers the confidence they need to meet the clinical, operational and financial challenges of a changing healthcare landscape.
 


Job Description:

Position Overview


The Zone Service Vice President (ZVP) – In vivo is responsible for maintaining and managing the professional service operations to meet customer requests in accordance with contractual obligations and customer satisfaction. The ZVP provides support, guidance, leadership and direction to Regional Service Managers (RSMs). They also are responsible for managing and growing the revenue and margins in each of the In vivo modalities. They support and promote The Principles of Healthineers(TM) - what they are and how they support our Healthineers strategy and the CS strategy of taking care of our people, customers and shareholders. They manage the healthcare Field Service business by directing, coordinating and leading the organization and its activities to meet/exceed customer service expectations and financial metrics. The ZVP In vivo reports to the Head of Customer Service and must be located within the zone to which they are assigned.

Responsibilities 
People

 

·        Inspire, motivate and develop team providing appropriate direction, support and involvement

·        Develop a high performance culture that demonstrates teamwork and success

·        Promote and display leadership skills that promote a culture of engagement throughout the team.  Champion change and support the implementation and principles of Service Based Leadership.

·        Actively collaborate with other functions across the globe and build partnerships within Sales, Services and Modality leaders

·        Direct the most complex conflict resolution for internal and external conflicts

·        Continually inform staff about the economic development of the business and customer feedback

·        Identify strategies to improve employee engagement and safety

Customers

·        Ensure high quality customer service, contract obligations are met, internal requirements are met (information tracking, reporting) and financial targets achieved

·        Execute initiatives to ensure appropriate communication with customers

·        Interface across the Healthineers organization to prevent customer issues and address customer concerns

·        To support addressing customer expectations, drive team to reduce resolution time (Wall Clock Time)

·        Own the customer experience by supporting team to enhance service delivery

·        Develop strategies to improve customer service

Shareholders

·        Focus on cost per FL while managing P&L for assigned zone, to meet business goals and identify areas of concern that include but are not limited to: Revenue and Gross Margin (total and by modality), COGS (labor and material), Gross Profit, and Operational Expenses

·        Collaborate with the Sales organization, ensuring that a sales strategy is developed for their zone driving growth of the service business in new, renewal and recapture business

·        Ensure Operations are able to 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

·        Ensure the highest technical, operational and financial performance, installation projects, equipment services and maintenance, upgrades and updates of medical equipment according technical specification

·        Assess resource development and training needs and execute required manpower planning and calculation related to installed base development and budget frame in coordination with respective RSMs


Required Knowledge/Skills, Education, and Experience

 

·        Professional experience in a service business in a relevant industry

·        Past experience or foundation in the In vivo business required

·        Proven experience in managing, leading and motivating managers, teams, and individuals

·        Sensitive towards and experience with multinational companies, clients and people

·        Proven ability to collaborate with Senior Executives and C-Suite customers

·        Ability to prioritize work taking into account a complex matrix of input

·        Experience dealing with customer complaints with a demonstrated ability to turn around problematic situations

·        BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience; Certification may be required in some areas

·        Minimum of 10 years of successful leadership experience in a directly related field

·        Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents

·        Ability to think strategically to address internal and external problems

·        Effectively present information to co-workers and employee groups, including upper management, customers at various levels and public representatives

·        Superior communication skills and ability to effectively communicate with stakeholders at many levels within the organization and customers

·        Excellent organizational skills and exceptional customer focus

·        Experience in developing and driving positive employee relations methodologies preferred.  Experience working in a unionized environment preferred for positions located in the northeast and west

·        Demonstrate and apply advanced knowledge of concepts, practices, and procedures for area managed and expert knowledge of other areas in the company and how they interact

·        Demonstrate advance understanding and application of management approaches for work direction, motivation, and performance management

·        Experience with SAP and automation tools a plus

 

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