Head of Specialty Services, Cary, NC

Role Overview

The Head of Specialty Services position requires a strong customer and employee focused leader who has a proven track record in anticipating customer and organizational needs within our dynamic marketplace. This role will report directly into the Head of Service Operations US. The selected leader must have the ability to inspire and motivate others while strengthening team dynamics through employee focus and engagement. The candidate will serve as a cross functional partner with the Customer Care Center, Service Business Management, RSC, Field, and Finance teams as we strive to innovate and operationalize new product and service offerings.

Responsibilities

Candidate must be able to develop and enhance team competencies within assigned areas, ensure compliance to all Siemens Healthineers policies and procedures, lead team in adapting to changing business needs, and make timely decisions with little direction. Candidate must also demonstrate the ability to sort through and analyze complex issues while leveraging appropriate resources to drive resolution throughout the Siemens Service Organization.

• Inspire customer loyalty and increase customer satisfaction and engagement metrics while driving continuous improvement.
• Oversight for the scheduling and on‑time completion of all customer planned service activities to include preventative maintenance, mandatory updates, Evolves and installation activities.
• Identify risk/growth opportunities, including opportunities for customer expansion. Develop and operationalize new offerings for the Siemens Service portfolio including Evolve and AdvanceNow.
• Drive people, process, and technology initiatives to optimize the desired Customer experience end‑to‑end.
• Develop and maintain departmental KPIs and lead and drive cross departmental project teams.
• Lead teams to goal attainment including revenue recognition, career progression, training and developing individual and team competencies.
• Investigate customer complaints and provide thorough resolution. Determine operational strategies by conducting needs assessments based off voice of the customer, quality audits, performance reviews, and capacity planning.
• Works closely with the Domestic and International Product Support Teams, Customer Care Center, Regional Support Centers, Education Services, Finance and Business Management teams to ensure timely completion of Evolve Updates which impact organization’s ability to reach forecasted revenue projections for each fiscal year.
• Defines Update and Evolve Lifecycle Processes including Update strategic planning, due date assignment, material availability and on time completion to meet assigned financial targets; adhere to departmental budget/cost‑revenue management.

Key Working Relationships

Interacts and leads diverse cross‑functional audience ranging from external customers, Service Business Management, Regional Support Center, Customer Care Center, Education Services, CSML, Finance, Customer Administration, and Business Process Engineering (Quality).

Qualifications

• BS/BA in Business Management or at least 10 years of successful experience in a directly related field.
• The ability to drive people, process, and technology initiatives that optimize the Customer experience end‑to‑end.
• Outstanding communication skills, both written and verbal.
• Ability to build strong inter‑personal relationships with peers and other key stakeholders.
• Ability to drive accountability and ownership within a matrix environment.
• Strategic thinker with the ability to approach problems as opportunities. Self‑starter, self‑motivated, high level of initiative within a fast‑paced, constantly evolving matrixed organization.
• Ability to interact at all levels up to and including Senior Executives.
• Strong documentation skills with attention to detail.
• Entrepreneurial spirit.

Job Location

Cary, NC (Not Remote)

Compensation & Benefits

Base pay range for this position is: $172,680 – $237,435. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Commission eligibility will be in accordance with the terms of the Company’s plan. Commissions are based on individual performance and/or company performance.

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Long‑term and short‑term disability insurance
• Paid parking/public transportation
• Paid time off
• Paid sick and safe time

Equal Employment Opportunity Statement

Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

EEO is the Law

Applicants and employees are protected under Federal law from discrimination. To learn more, click here.