RSC AM Operations Director
Business Unit: Services
Requisition Number: 239434
Primary Location: United States-North Carolina-Cary
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Bachelor's Degree
Travel Required: 20%
Now’s our time to inspire the future of healthcare together.
Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 48,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services. This is what truly matters to us.
RSC AM Operations Director
Mission of Function:
Responsible for Remote Services Center Americas performance reporting, performance improvement, internal customer relationship management, business process engineering and internal training. The primary mission is to support the remote services center in the delivery of incident management support to internal and external customers of the Regional CS Organizations of the Americas. Responsibilities include the identification and implementation of state of the art innovation and performance improvement measures to successfully achieve all identified Customer (CDI, NPS, NSI) and Business (Productivity / SVA / Revenue) goals with the ultimate goal of improving business performance and customer satisfaction and driving the overall CS strategy "from On-site to On-line".
Establish and operate the RSC AM Operations function, including role definitions. Define and implement the organizational setup of the RSC AM operations function. Define necessary resources (employees, location and IT)
Establish a complete suite of performance management KPIs for the RSC AM. Monitor performance and define continuous improvement measures across the RSC AM. Drive the RSC AM on-site to on-line strategy. Drive continuous operational improvements both within the RSC and across the CS regional organizations in support of RSC AM and regional productivity targets
Responsible for process development and optimization. Monitor, review and control Incident Management Process and other RSC processes. Define and monitor targets and KPI's according to the headquarter guidelines.
Drive continued innovation and enhancement of service processes and tools (help lightning, digital modelling, decision support etc.) Support and drive the adoption of regional organization strategies (e.g. CDI, NPS etc.) Define and lead team initiatives to maximize service operational efficiency and customer excellence. Support the internal & external audit process of the CS RSC AM function
Promote and support a Service Based Leadership Culture by developing a highly motivated and committed RSC team. Ensure strategic personnel development and lean management structure
Develop and manage a consistent resource model across all RSC AM modalities. Support modality headcount planning and modelling within the RSC
Plan and monitor the RSC AM operations budget
Required Knowledge/Skills, Education, and Experience:
MBA in related discipline or equivalent combination of education and experience. Demonstrates and applies advanced knowledge of concepts, practices, and procedures for area managed and expert knowledge of other areas in the company and how they interact.
Typically 8-10 years of successful experience in a directly related field and successful demonstration of Key Responsibilities and Knowledge as presented above.
Desired Knowledge/Skills, Education, and Experience:
Service business experience in service delivery processes and application thereof in call center
Solid understanding of service processes (eg. SERVOR, ITIL) and their relations to other key sales and logistics processes and ability to drive the service business based on the supporting processes
Experience in managing complex projects
Prior management experience
Experience working with different cultures and working in multi-cultural teams