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Head of Customer Service

Job ID
485469
Posted since
17-Nov-2025
Organization
Siemens Healthineers
Field of work
Customer Services
Company
SIEMENS HEALTHCARE LIMITED LIABILITY COMPANY
Experience level
Experienced Professional
Job type
Full-time
Work mode
Office/Site only
Employment type
Permanent
Location(s)
  • Kyiv - Kyiv - Ukraine
The Head of Customer Service is responsible for the strategic and operational management of the medical equipment service department. The role focuses on ensuring the highest quality of customer support, compliance with legal and regulatory standards, and optimization of technical service processes. The key objective is to maintain operational continuity of medical devices, minimize downtime, and strengthen long-term relationships with healthcare facilities and equipment manufacturers.

Scope of Duties:
  • Manage and oversee all service department operations, including planning, organization, and execution of service requests.
  • Develop and implement the service strategy for medical devices.
  • Ensure compliance with medical device regulations, ISO standards, and company quality procedures.
  • Supervise calibration, preventive maintenance, and repair of medical equipment.
  • Monitor and analyze key service performance indicators (response time, SLA, cost efficiency, customer satisfaction).
  • Maintain high levels of service quality and ensure timely completion of service requests.
  • Participate in technical audits and handle customer complaints and warranty claims.
  • Supervise technical documentation and ensure regulatory compliance.
  • Lead, coach, and develop the service engineering team (recruitment, training, performance management, motivation).
  • Collaborate closely with sales, quality, logistics, and administration departments.
  • Prepare reports, analyses, and strategic recommendations for senior management.
Requirements:
  • University degree in a technical field (preferred: biomedical engineering, electronics, automation, mechatronics, or related).
  • Minimum of 5 years of experience in managing a service or technical department, preferably in the medical device industry.
  • Strong knowledge of medical device regulations and quality standards.
  • Proven ability to manage technical documentation and work in a regulated environment.
  • Experience in managing technical or engineering teams.
  • Strategic thinking and strong problem-solving skills.
  • Excellent communication, negotiation, and organizational abilities.
  • Good command of English (spoken and written) – necessary for cooperation with international partners.
  • Willingness to travel domestically and abroad.
Ideal Candidate Profile:
We are looking for an experienced manager with strong technical expertise and leadership skills, capable of combining engineering knowledge with effective team management and customer relationship building in the healthcare sector. 

The ideal candidate:
  • has practical experience in servicing medical devices or related fields (electronics, automation, biomedical engineering);
  • understands the specific requirements of healthcare institutions and the importance of patient safety;
  • can efficiently manage a team of engineers and coordinate multiple service projects simultaneously;
  • is results-oriented, quality-focused, and customer-driven;
  • demonstrates independence, accountability, and decision-making ability in a dynamic environment;
  • possesses excellent interpersonal, negotiation, and organizational skills;
  • is open to innovation, process improvement, and technological development;
  • communicates effectively in English, enabling collaboration with international manufacturers and partners.
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