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

• Ensure implementation of and adherence to policies, processes and methods for customer service activities (technically and/or commercially), for a Service Unit assigned • Develop 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 • 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 • Be responsible and adhering to all site contractual obligations, ensure that all deliverables are met and will coordinate with all stakeholders to fulfill requirements • Analyze operational processes and escalation procedures and performs training needs assessments to identify opportunities for service delivery improvements and value added to the customer • 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 • Lead regional teams in following and compliance with both company and local safety policies • Manage regional teams and identify team developing opportunities and plans, coach Site General Manager (SGM) and management team at each site • 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 • 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 • Ensure that the senior management and/or partner managers are timely updated on the system and customer status for continuous management support • Coordinate with both direct and 3rd party contractors, business partners and suppliers to meet quality objectives, project timelines and system uptime commitments • 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

• Bachelors degree or equivalent; 15 years of related working experience • 8-10 years of people management experience or supervisory equivalent • Strong interpersonal communication, listening, time management, problem-solving, leadership and empathy • Ability to lead diverse teams and build a collaborative, customer-focused environment • Proficient in MS Office; English fluency; local language proficiency as required • Excellent communication and public speaking skills • Comprehensive understanding of processes, technical design, and quality objectives • Experience with HCM (Workday), CRM (Salesforce) and ERP (SAP) • Project management experience • Knowledge and experience of medical device field service operations • Willing to work flexible hours; onsite; coordinate system downtime; possible radiation exposure; confined spaces/heights; standing/sitting for extended periods • Willing to work onsite in Japan, Singapore, or Thailand; no relocation support