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Diagnostics Imaging (DI) Service Manager

Job Description

Do you want to join us in helping to fight the world's 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. 

We offer you a flexible and dynamic environment with opportunity to go beyond your comfort zone in order to grow personally and professionally. Sounds interesting?

Then come in and join our Thailand team as Diagnostics Imaging (DI) Service Manager to lead the Customer Service team in ensuring high level of customer satisfaction and high-quality operations processes. 

Your tasks and responsibilities:
  • You will manage and provide site-specific support to the field force in any technical issues related to the assigned modality and/or zone.
  • You will escalate any incident to next level support including Regional Support Center (RSC), Head Quarters Support Center (HSC) according to defined Service Level Agreements (SLAs).
  • You will interface with field force and Global Reclarification (GRP) from Incident to problem management and push for resolutions.
  • You will maintain the highest customer satisfaction including profitability within the framework of Siemens Healthineers Customer Services.
  • You will ensure the effective implementation of overall customer complaint process until the final resolution by customer analysis, providing the solutions, implementation, and customer follow up and internal update to management.
  • You will ensure the highest technical, operational and financial performance installation projects, equipment services and maintenance, upgrades and updates of medical equipment according to technical specification.
  • You will support, plan, and implement the service budget within the assigned modality by including the installed base, the contractual/ non-contractual work and the sales programs in accordance with the basic conditions provided by the Country Service Head and Business Support.
  • You will ensure the highest operation efficiency by implementing "from onsite to online", collaborating with GRP (Global Pre-clarification), driving the SRS utilization (Smart Remote Services), promoting Siemens Healthineers online platforms such as Teamplay Fleet, PEP, Smart Collaboration, and others.
  • You will provide the support in the equipment sale, service products and proactive sales of spare parts, such as maintenance contracts, time, and material, Evolve, Advance Plan, SRS, Risk Coverage etc. supported by the Sales Department and CS Business Support.
  • You will comply to national and local regulations and safety standards, audit as well as technical and operational guidelines from Siemens Healthineers. 
  • You will ensure proper data collection for any service incidents and process compliance based on Global Processes and Quality Regulations (QR) such as Good Documentation process, Standard of Procedure (SOP), and drive improvement of operational performance based on the given operation KPIs and collaborate with Operation Manager to implement Customer Care Center Process including update management, service logistics and others.
  • You will oversee Customer Service Engineers (CSEs) recourse development and execute required manpower calculation related to I-base development and budget frame and develop CSE training in coordination with the Operation Manager and Area Service Managers.
  • You will share with the CSEs about the economic development of the business during CSE meetings taking place at regular intervals.
  • You will communicate with the field about technical developments, strategies, and market programs.
  • You have disciplinary responsibility for the staff assigned and motivate the team and implement the Siemens Healthineers values and strategy.

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

Your qualifications and experiences:
  • You hold a successfully completed Degree in a technical, management and/or commerce discipline. Technical understanding a pre-requisite.
  • You have at least 10 years professional experience in in a service business in a relevant industry.
  • You have experience in team setup, managing, leading, and motivating teams and individuals.
  • You have strong track record in managing technical team under complex and agile environment.
  • You are experienced in dealing with customer complaints, process optimization and operational improvement.

Your attributes and skills:
  • You have a “can do”- mentality and a structured work method.
  • You possess organizational capability and presentation capability.
  • You possess excellent communication to interact with customers, regional counterparts, internal stakeholders, and network with Senior Executives.
  • You are sensitive towards and experience with multinational companies, customers, and people from diverse backgrounds.
  • You are proficient in Thai and English both written and spoken to communicate with our local customers and global colleagues.

Our global team:

We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s 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’s possible, to improve people’s 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.

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Click here (https://talent.siemens.com/stayconnected) to get started.

To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.

Organization: Siemens Healthineers

Company: Siemens Healthcare Limited

Experience Level: Experienced Professional

Job Type: Full-time

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