Remote Services Center Director - AX

Job Description

Organization: Siemens Healthineers
Business Unit: Customer Services
Requisition Number: 244729
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%

Job 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.

 

Remote Services Center Director - AX


Mission of Function:


Responsible for the operation of an identified modality within the Remote Services Center with primary mission to deliver incident management support to internal and external customers of the Regional CS Organizations of the Americas including both pro-active and reactive support activities.  Responsibilities include the identification and implementation of creative solutions that ensure the successful achievement of all identified Customer (CDI, NPS, NSI), Business (Productivity / SVA / Revenue) and Employee (development / retention) targets for the modality identified with the ultimate goal of improving business performance and customer satisfaction and driving the overall CS strategy "from On-site to On-line".     

 


Functional Scope:

  • Provide strategic direction / support for the respective areas of responsibility (Identified modality) by providing the highest levels of proactive / remote support (technical and applications) to both internal and external Customers.
  • Business Units and Product Lines : AX, SU, ECS Business Lines

  • Geographical Scope : Americas

  • Area supported : AX, SU, ECS CS organization within the Americas and globally via Follow the Sun Process

  • Team locations : USA, Canada, Mexico, SAS and Brazil

  • Employees : ~  41

Business Responsibility:


  • Establish and operate a specific modality as part of the Incident Management Process

  • Define and implement the organizational setup of the specific modality

  • Define necessary resources (employees, location and IT)

  • Manage and coach specific modality team to strive for best performance

  • Monitor performance and compliance to Service Level Agreements and define corrective actions   

  • Drive end to end ownership of event management process    

  • Drive continuous operational modality improvements both within the RSC and across the CS regional organizations in support of regional productivity targets        


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 

  • Ensure appropriate resources to effectively enable the Incident Management Process 

Personnel:

  • Promote and support a Service Based Leadership Culture
  • Develop highly motivated and committed RSC team  

  • Ensure strategic personnel development and lean management structure                                                                                              


 Cooperation:


  • Ensure efficient and seamless cooperation with other RSC's

  • Seamless cooperation with country organizations and headquarters   

  • Ensure timely escalation of all product issues to appropriate parties 


Commercials:


  • Plan and monitor modality budget

  • Control modality cost development in RSC and take appropriate actions if necessary 


Essentials:


  • Professional experience required in product- and service business. Product business experience necessary for understanding of customer issues and Service business experience in service delivery processes and application thereof in call center type environments

  • 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

  • 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

  • Since this job includes all countries in an RSC's 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

  • 5+ years of experience working in a cross functional leadership role (business area and/or global experience preferred)

  • Knowledge of both Country and Global process

  • International travel required

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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