Your tasks and responsibilities:

• Lead the Informatics team within the ZSO in CEE to establish a "first touch resolution" mindset through delivering proactive, reactive, hot site and interactive Incident Management for Customers and Customer Service Engineers & Application Specialists.
• Manage implementation of complex Informatics products
• Act as the key contact for stakeholders in CEE when it comes to Customer escalation and hot site management for Informatics.
• Drive the swift resolution of customer issues in collaboration with Service Operations Support (SOS), country teams and other required stakeholders following structured escalation paths
• Actively support countries with regards to country readiness in your responsibility.
• Foster a culture of continuous improvement by regularly reviewing service performance, identifying process optimization opportunities, and implementing best practices to enhance efficiency and customer satisfaction in your area of responsibility.
• Ensure employee engagement and development by actively supporting team members through regular feedback, tailored training plans, and career growth initiatives that align with both individual aspirations and organizational goals.
• Be responsible for managing the performance of all direct reports in alignment with key roles, ensuring consistency with customer support demands and overall business objectives.
• Ensure that the team manages service incidents in accordance with the established incident management process, consistently applying Good Documentation Practice (GDP) techniques.
• Drive escalation resolutions in your area of responsibility within the agreed time frame, in collaboration with SOS and the country CS organization. Proactive updates to all stakeholders on the status of escalations are a must.

To find out more about the specific business, have a look at https://www.siemens-healthineers.com/de/products-services

Your qualifications and experience:

• You hold a university degree or equivalent high-level education in Medical Engineering, or Medical Technology.
• You bring extensive professional experience in Laboratory Diagnostics support and service operations. Ideally, you have worked within a remote support team and have experience leading such teams.
• You have many years of team management experience in the diagnostic field.
• You possess very profound management and leadership capabilities and the ability to manage a team of experts, utilizing various communication methods both remotely and face to face.
• You have proven leadership experience in support environments, allowing you to lead your team with confidence and drive operational excellence.
• You possess strong product-related knowledge and service/support experience in this specific product area.
• You are passionate about resolving customer escalations in a timely and professional manner following the incident management and pre-clarification process to SLA standards.

Your attributes and skills:

• You impress us with your excellent communication skills and fluency in English—both written and verbal. Proficiency in additional languages is highly valued.
• You demonstrate strong interpersonal and organizational skills, a positive attitude and excellent teamwork capabilities.
• You are sensitive to cultural diversity and self-reliance, and you bring a high degree of flexibility and motivation, both of which are essential for this role.
• You demonstrate Customer focus – living the Siemens Healthineers values by example and actively pursue and manage process optimization with the highest quality standard.