Zone Service Director
Business Unit: Services
Requisition Number: 239747
Primary Location: United States-California-Los Angeles
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Associate's Degree / College Diploma
Travel Required: 20%
Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.
With 45,000 employees Siemens Healthineers is one of the world’s largest suppliers of technology to the healthcare industry and a leader in medical imaging, laboratory diagnostics and healthcare IT. All supported by a comprehensive portfolio of clinical consulting, training, and services available across the globe and tailored to customers’ needs. So that more people can have a life that is longer, richer, and more filled with happiness.
For more information, please visit: http://www.usa.siemens.com/healthcare
Zone Service Director:
Maintain and manage professional service operations which is capable of meeting customer requests in accordance with contractual obligations and customer satisfaction. Provide support, guidance, leadership and direction to Regional Service Managers (RSMs). Support the "One face to the customer" initiative together with Regional Sales management. Project the Vision and Values of the Integrated Siemens Healthcare organization in a positive and professional manner
Position reports directly to: Zone Vice President (ZVP).
Manage CS Regional Service Managers - ensuring that they are equipped to - and capable of - supporting delivery against Customer Satisfaction and contractual obligations along with the meeting of operational KPI's and financial targets. Ensure tools and infrastructure are in place to meet our objectives and assist the RSMs in the management of the delivery process to the satisfaction of our customers. Develop a high performance culture with a professional appearance that truly demonstrates teamwork and success orientation.
Ensure high quality service, contract obligations are met, internal requirements are met (information tracking, reporting, costing etc), and financial targets achieved. Ensure Operations are able to meet quality certification standards, manage the installed base, and manage customer expectations, through routine works and escalations. Determine and achieve productivity saving targets.
Ensure the highest technical, operational and financial performance installation projects, equipment services and maintenance, upgrades and updates of medical equipment according technical specification.
Cooperation in all functional operation of the Service Operation (USC / TSC) and follows the implemented the required Service Support Processes SERVOR (Registration, clarification, dispatch, spare part logistic, service confirmation)
Assess resource development needs and execute required manpower planning and calculation related to installed base development and budget frame. Develop staff training plans in coordination with their respective Regional Service Managers.
Responsible for the staff assigned to him/her. Continually Inform staff about the economic development of the business.
Together with RSM direct reports, implement the service budgets by including the installed base development, the contractual/non-contractual work and service sales programs to meet the defined Healthcare target agreements.
Required Knowledge/Skills, Education, and Experience:
Professional experience in a service business in a relevant industry
Past experience or foundation in the In vitro 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