Senior Manager, Global Field Operations

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August 20

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Siemens Healthineers

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Healthcare Insurance • Biotechnology • Medical Device

Siemens Healthineers is a leading MedTech company focused on pioneering breakthroughs in healthcare. They offer a comprehensive portfolio that addresses the entire care continuum for serious diseases, including medical imaging, laboratory diagnostics, point-of-care testing, and digital health solutions. With a commitment to innovation, sustainability, and improving patient access to care, Siemens Healthineers collaborates with healthcare professionals and organizations globally to advance medical technology and enhance patient outcomes.

10,000+ employees

⚕️ Healthcare Insurance

🧬 Biotechnology

💰 $1.5M Grant on 2021-05

📋 Description

• Ensures implementation of and adherence to policies, processes and methods for customer service activities (technically and/or commercially), for a Service Unit assigned. You will develop Asia Pacific Japan (APJ) sites GFO service strategy which aligns with APAC and Global GFO team business direction, drive the highest level of business services in Proton (PT) business, maximize customer satisfaction and achieve all financial objectives. You will perform all required management responsibilities including but not limited to implementing the company's policies, programs, and guidelines; ensuring employee productivity, growth, and training; managing resources; knowing Varian's business; and maintaining functional, technical, and external market awareness necessary for managing immediate organization. You will be responsible and adhering to all site’s contractual obligations, ensure that all deliverables are met and will coordinate with all stakeholders to fulfill requirements. You will analyze operational processes and escalation procedures and performs training needs assessments to identify opportunities for service delivery improvements and value added to the customer. You will establish contact and communication with customers on all aspects of the PT equipment on-site and contact within Varian to address customer concerns with equipment, define and develop customer strategies and drive implementation. You will lead regional teams in following and compliance with both company and local safety policies. You will manage regional teams and identify team developing opportunities and plans, coach Site General Manager (SGM) and management team at each site. You will build up good connection with APAC Ops and Engineering teams to ensure all processes/ procedures/ scorecards being followed and implemented on your sites and ensure each site business performance and profile. You will, under APAC region, develop business budget plans, manage an established service budget, monitor financial performance and ensure service revenue, cost, margin, payment, objectives, etc. are achieved for each site. You will ensure that the senior management and/or partner managers are timely updated on the system and customer status for continuous management support. You will coordinate with both direct and 3rd party contractors, business partners and suppliers to meet quality objectives, project timelines and system uptime commitments. You will manage customer relations in cooperation with other internal departments on all service and maintenance matters, to ensure that the system will be clinically available within the contractual agreed timeframe and that customers can operate their Varian Proton Solutions (VPS) equipment according to technical and safety guidelines with the highest level of satisfaction.

🎯 Requirements

• Bachelor's Degree or equivalent with 15 years of related working experience • 8–10 years of people management experience or supervisory equivalent • Interpersonal communication, listening, time management, problem-solving, leadership and empathy • Ability to lead diverse teams and build collaborative, customer-focused environment • Proficient in MS Office; English fluency in speaking and writing; local language proficiency as required • Excellent communication and public speaking skills; ability to present • Understanding of process, technical design, and quality objectives • Experience with HCM (Workday), CRM (Salesforce), and ERP (SAP) • Project management experience; strong can-do and solution-oriented focus • Knowledge and experience of medical device field service operations • Willingness to work flexible hours; onsite; radiation exposure; confined spaces; and other job requirements