Head of North America Customer Service, Laboratory & Diagnostics

Job 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 60,000 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.

Join our team now at Siemens Healthineers as Head of North America Customer Service, Laboratory & Diagnostics

This is a role well suited to an ambitious professional, looking for the next step in their career. As a Head of North America Customer Service, Laboratory & Diagnostics you will be:

• Focusing on defending our number one market position and grow customer loyalty in our single largest market of our global Diagnostics (DX) business and you will continue to improve our customers’ experience along the entire lifecycle
• Integrating all DX service resources in one organization to even better leverage expertise and synergies for the benefit of our DX customers across all segments--- from the smallest labs to our Mega Lab customers.
• Accelerating the transformation of our DX Services to deliver innovative, customer-oriented service at a competitive cost and to manage this transformation in close alignment with the DX business.

As Head of North America Customer Service, Laboratory & Diagnostics you will be responsible for:

• Customer satisfaction, operational, as well as for financial performance of CS DX in the Region (USA/Canada); agrees and assures achievement of both operational and financial targets of CS DX with the country/ zones in the Region and supports hot site management actively
• Onus of the entire DX service portfolio including applications training, customer education, installation and project management responsibilities
• Defining and implementing the CS DX strategy in the Region in alignment w/ the
• global CS DX strategy. Assuring the operational performance through the respective CS Processes, incl.

adherence of processes to standards and Service Quality System

• Securing readiness for new systems rollout, updates and upgrades
• Striving to maximize system implementation, throughput of DX instruments and

of reagents required for business success

• Securing throughput of LD instruments
• Acting as escalation executive and employee ambassador

Required skills to have for the success of this role:

• Ability to work cross functionally in a collaborative manner while operating in a heavily matrixed environment and reporting structure
• Must be a change champion and thrive in a nimble environment
• Must possess 7-10 years of executive leadership in a service and/or Laboratory Diagnostics business
• Bachelor’s Degree required, Master’s Degree preferred
• Willing to travel up to 50%

Siemens Healthineers has recently announced the next steps in our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity. Going forward, please be aware that Siemens Healthineers requires full COVID-19 vaccination for all new hires by their start date.

(Note: Accommodations may be requested for certain medical or religious reasons)

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.

Organization: Siemens Healthineers

Company: Siemens Medical Solutions USA, Inc.

Experience Level: Experienced Professional

Job Type: Full-time

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