Do you want to help create the future of healthcare? Our name, Siemens Healthineers, was selected to honor our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry.

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

Then come and join our global team as Head (f/m/d) of Customer Services in Point of Care Diagnostics Germany to actively drive the strategic direction and lead the field customer service and remote support teams to maximize customer satisfaction in the field of Point of Care Diagnostics.

Choose the best place for your work – Within the scope of this position, it is possible, in consultation with your manager, to work mobile (within Germany) up to an average volume of 60% of the respective working hours.

Your tasks and responsibilities:

As Head (f/m/d) of Customer Services (CS) in Point of Care (POC) Diagnostics you will oversee the customer satisfaction, operational execution, and financial performance, managing both operational and financial targetsYou will manage and lead field customer service and remote support teams (20 employees), working closely with marketing and sales to maximize business outcomeYou will be responsible for the entire POC service portfolio, including installed base management, application support, training, customer education, installations, project management, and field service break-fixesYou will define and implement the POC CS strategy in Germany, ensuring alignment with global priorities and the Germany sales organizationYou will ensure operational performance through adherence to CS processes and the Service Quality System, while striving to maximize system implementation, POC instrument throughput, and reagent usageYou will act as an escalation leader and employee ambassador, to improve the quality of customer support and service delivery across all POC product linesYou will liaise with regional units and headquarters to support serviceability requirements for new and existing diagnostic productsYou will ensure that key account relationships are managed effectively, proactively addressing issues and maintaining long term value based relationships

To find out more about the specific business, have a look at https://www.siemens-healthineers.com/point-of-care-testing

Your qualifications and experience:

You have successfully completed a degree in engineering, medical technology, business administration or equivalent fieldsYou are looking forward to contributing many years of experience in the customer services environment and managing customer satisfaction in complex matrix organizations in healthcareYou contribute additionally several years of experience in managing remote teams as well as project management experienceYou have a deep understanding of service/support processes, data analysis to analyze customer feedback and are familiar with budgeting and related processesYou have a broad expertise in healthcare operations and workflows, as well as the regulatory requirements associated with customer service operations

Your attributes and skills:

“We win together”: You demonstrate strong leadership qualities, business-fluent communication skills in German and English, and the ability to collaborate effectively in a cross-functional environment“We listen first”: You are customer-focused, building long-term relationships and proactively addressing customer needs with empathy and dedication. Therefore, you are willing to travel (approx. 50%) within Germany to visit our customers on-siteYou bring solid analytical skills to foster data-driven service improvementsYou possess strong problem-solving and decision-making skills, balancing customer satisfaction with business objectives, and leading by example.

Our global team:

Siemens Healthineers is a leading global medical technology company. 72,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. 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.

Our culture:

Our culture embraces different perspectives, open debate, and the will to challenge convention. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That’s why we invite you to take on new challenges, test your ideas, and celebrate success. Check our Careers Site at https://www.siemens-healthineers.com/de/careers

As an equal opportunity employer, we welcome applications from individuals with disabilities.

Wish to find out more before applying? Contact us: +49 (9131) / 17 – 1717, if you wish to discuss any initial questions with our recruitment team. The contact person handling this job ad is Yasmin Kämpf.

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 to get started.

Siemens Healthineers Germany was awarded the Great Place to Work® certificate.