Job Description

Do you want to join us in helping to fight the world\xe2\x80\x99s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.
At Siemens Healthineers, We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting? Then come and join our global team as Country Service Head, Siemens Healthcare Diagnostics (DX) to maintain and manage the invitro diagnostics service operations to meet customer requests in accordance with contractual obligations and customer satisfaction. Our global team: We are a team of more than 69,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what\xe2\x80\x99s possible in healthcare to help improve people\xe2\x80\x99s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.
Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what\xe2\x80\x99s possible, to improve people\xe2\x80\x99s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://jobs.siemens-healthineers.com/careers This is a role well suited to an ambitious professional, looking for the next step in their career. As a Country Service Head for Diagnostics, you will be responsible for:

• The Core Lab Solutions (CLS) and the Specialty Lab Solutions (SLS) business areas in Canada and leads all departments within the Canadian Customer Service (CS) business including Field Service, Applications, Business Management, Parts, and Customer Care Centre. You will accompany and support customers during external reference site visits
• Supporting and promoting the Siemens Healthineers Purpose, Values and Behaviours - what they are and how they support our Healthineers New Ambition and the CS strategy of taking care of our people, customers, and shareholders.
• Maintaining highest customer satisfaction including profitability in particular within the framework of Siemens Healthineers in the CS business; planning and drafting the annual Healthcare target agreement and the quarterly business reviews.
• Implementing the service budgets by including the installed base development, the contractual/non-contractual work and service sales programs in accordance the defined Healthcare target agreements.
• Responsible for managing the leaders in the departments, providing support, guidance, leadership, and direction.
• Managing the Field Service business by directing, coordinating, and leading the organization and its activities to meet/exceed customer service expectations and financial metrics.
• Managing the application activities for all Healthcare Business Units; ensure external and internal customer excellence in all Application Services (Support & Training); enable Application business development; drive optimal synergies between CS organization, Application team and Sales
• Ensuring efficient execution of all CS Business Management Processes 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 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 growth of the CS business in new, renewal and recapture business.
• Ensuring operations can meet quality certification standards, manage the installed base, and manage customer expectations, through routine works and escalations; direct the preparation and maintenance of quality and safety certifications.
• Ensuring the highest technical, operational, and financial performance of Canada\xe2\x80\x99s installation projects, equipment services and maintenance, and upgrades/updates of medical equipment, while following technical specification and requirements.
• Assessing resource development and training needs. Execute required workforce planning and calculation related to installed base development and budget frames in coordination with respective Regional Service Managers (RSMs).

This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers

• You have professional experience in a service business in a relevant industry.
• You have proven experience in managing, leading and motivating managers, teams, and individuals
• You are sensitive towards and experience with multinational companies, clients, and people.
• You have proven ability in positive, successful collaboration with Senior Executives and C-Suite customers.
• You can prioritize work, taking into account a complex matrix of input.

• Ability to develop short-term and long-term strategic plans and demonstrate critical thinking on how to provide customer solutions.
• Healthcare industry knowledge on trends and influences for our customer base.
• Knowledge on how the Siemens Healthineers value proposition supports customers.

Required skills to have for the success of this role

• Minimum of BA/BS degree in the medical health sciences field (Medical Technology, Engineering, etc.) or in business or marketing.
• 10+ years of successful leadership experience in a directly related field.
• You have the ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents.
• You think strategically to address internal and external problems.
• You effectively present information to co-workers and employee groups, including executive management, customers at various levels and public representatives.
• You have superior communication skills and ability to effectively communicate with stakeholders at many levels within the organization and customers.
• You have excellent organizational skills and exceptional customer focus.
• You demonstrate and apply advanced knowledge of concepts, practices, and procedures for areas managed and expert knowledge of other areas in the company and how they interact.
• You demonstrate advanced understanding and application of management approaches for work direction, motivation, and performance management.
• You have experience in developing and driving positive employee relations. Experience working in a unionized environment is preferred.
• Experience with SAP, analytics, and automation tools is a plus
• A minimum of 40% travel is required.

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted. In our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity, Siemens Healthineers requires employees, contractors, and business partners to be fully vaccinated with relevant dose(s) of a Health Canada approved vaccine for all new hires by their start date. \xe2\x80\x9cFully vaccinated\xe2\x80\x9d means it has been 14 days after receiving the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (i.e. two doses of a two-dose vaccine series, or one dose of a single-dose vaccine series), and which may include, at the Company\xe2\x80\x99s discretion, any further doses in accordance with Health Canada guidelines. Exemptions will only be granted for medical reasons or on the basis of a protected ground under applicable human rights legislation. At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose: To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally. If you want to join us in transforming the way healthcare is delivered, visit our career site at https://jobs.siemens-healthineers.com/careers If you wish to find out more about the specific division before applying, please visit: https://www.siemens-healthineers.com/en-ca/about Beware of Job Scams Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Career site: https://jobs.siemens-healthineers.com/careers