Head of U.S. Service Transformation – Onsite to Online

Job Description

Organization: Siemens Healthineers
Business Unit: Services
Requisition Number: 239746
Primary Location: United States-North Carolina-Cary
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Bachelor's Degree
Travel Required: 25%

Division Description:

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.




Job Description:

 


Position Overview


 


Leads country CS team that is developing and driving the Onsite to Online transformation for services.  Serves as the key liaison between country teams, RHQ and Erlangen to align and develop new strategies and capabilities to support customers and service delivery as we shift more interactions be online.


 


Partners with the CS Services Zone Heads, Customer Service Marketing, RHQ and Global Customer Services HQ to define online customer delivery strategies to meet high expectations of our customers and the CS business. This position plays a critical role in improving our cost to serve models and enabling our We. GROW. Loyalty. Strategy.


 


Responsibilities


 


  • Define and execute online service delivery strategies which improve customer experience and provide continuous improvement for operations and overall service delivery.

  • Work with Service Business Marketing and other VOC teams to internalize and translate customer inputs into new functionality/capabilities that can be used to shift interactions to online.

  • Develop and market clear customer value propositions for online interactions; tailored to specific customer personas

  • Develop & execute strategy to drive customer adoption of online services and capabilities

  • Partner to customer service strategies to drive profitable growth & customer satisfaction and own the execution and service delivery of these across the NAM CS organization.

  • Own the development and delivery of all onsite capabilities and ensures the country meets or exceeds our “Online Customer Interactions” (OCI) targets.

  • Plays a critical role in evolving service delivery to one where interactions are online which is critical to improved customer satisfaction and shaping our cost curve.

  • Central point of contact and liaison for internal partners including the Global teams to develop and align online capabilities with local market requirements.


 


Required Knowledge/Skills, Education, and Experience


 


  • BS/BA in a medical field, engineering/technology or business administration with healthcare background preferred.
  • Minimum of 8 years professional experience with a background driving healthcare operations excellence
  • Minimum 5 years direct management experience
  • Good communication skills – verbal, written, presentation.


 


Preferred Knowledge/Skills, Education, and Experience


 


  • Experience developing customer portals and associated functionality
  • Certification in LEAN/6 Sigma



Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.

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