Country Service Head, Siemens Healthcare Lab Solutions

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Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit.

As Country Service Head, Siemens Healthineers North America Lab Solutions you will be responsible for:

• Supporting and promoting the Siemens Healthineers Purpose, and Shared Values.

• Drive the strategy for the NAM CS LS Service business to optimize profitability and growth.

• Execute Service business plans that align with our NAM Lab Solution business overall strategy. 

• Drive and optimize the service delivery model across Canada, leveraging technology and optimizing cost and resources.

• Develop the key metrics/performance indicators for the Service Business to manage a growth-focused Service business.

• In partnership with the Canadian Lab Solutions Commercial Teams, develop/align on critical success strategies that ensures a >90% of customers retention.

• Provide business development operational strategies by analyzing data, defining critical measurements, determining customer service strategies, designing/improving systems, optimizing resource allocation, resolving problems, and implementing key changes.

• Establish processes and mechanism for delivering sustained exceptional customer experience and customer satisfaction.

• Recruit, train, motivate, supervise, mentor, and evaluate department staff, and implement effective succession plans.

• Highly Engaged Service Team, where employees share a common Vision, are united by our Values and are committed to delivering on our Mission.

• Ensuring efficient execution of all CS Business Management Processes in order to drive CS Revenue and market growth:

  • Market analysis and competitive transparency

  • Customer base analysis and business potential identification

  • Service portfolio, offerings and pricing

  • Contract management                                                                                               

People Responsibilities:

• Inspiring, motivating, and developing teams providing appropriate direction, support, and involvement.

• Developing a high-performance culture that demonstrates teamwork and success.

• Promote and display leadership skills that promote a culture of engagement throughout the team.

• Championing change and support the implementation of change management initiatives.

• Actively collaborating with other functions across the globe and build partnerships within Services, Sales and Modality leaders.

• Directing the most complex conflict resolution for internal and external conflicts.

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

• Identifying strategies to improve employee engagement and safety.

Customer Responsibilities:

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

• Executing initiatives to ensure appropriate communication with customers.

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

• Supporting addressing customer expectations, drive team to reduce resolution time.

• Owning the customer experience by supporting team to enhance service delivery.

• Developing strategies to improve customer service.

Shareholder Responsibilities:

• Managing P&L for the Canadian CS business, focusing on costs in order to meet business goals and identify areas of concern that effect Revenue and Gross Margin (total and by modality), COGS (labour and material), Gross Profit, and Operational Expenses.

• Collaborating with the Sales organization, ensuring that a sales strategy is developed for Canada driving gro