Italy Point Of Care Customer Services Operation Manager (f/m/d)

Your role:

• You 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-fixes
• You will define and implement the POC CS strategy in Italy, ensuring alignment with global priorities and the Italian sales organization
• You will oversee the customer satisfaction, operational execution and financial performance, managing both operational and financial targets
• You will manage and lead field customer service and remote support teams (10 employees), working closely with marketing and sales to maximize business outcome, you will be also responsible for creating and managing the relationship with multiple 3rd party business partners throughout Italy
• You 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 usage
• You will act as an escalation leader and employee ambassador, to improve the quality of customer support and service delivery across all POC product lines
• You will liaise with regional units and headquarters to support serviceability requirements for new and existing diagnostic products
• You will ensure that key account relationships are managed effectively, proactively addressing issues and maintaining long term value-based relationships

Your expertise:

• You have successfully completed a Degree in Engineering, Medical technology, Business administration or equivalent fields
• You have several years of experience in the customer services environment and with managing customer satisfaction in complex matrix organizations in healthcare
• You have several years of experience in managing remote teams as well as project management experience
• You have a deep understanding of service/support processes, data analysis to analyze customer feedback and are familiar with budgeting and related processes
• You have a broad expertise in healthcare operations and workflows, as well as the regulatory requirements associated with customer service operations

To find out more about the specific business, have a look at www.siemens-healthineers.com.

Who we are:
We are a team of more than 71,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work:
When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Check our Careers Site at https://jobs.siemens-healthineers.com/careers.

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

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. Please create a profile within our talent community and subscribe to personalized job alert that will keep you posted about new opportunities.

To all recruitment agencies:

Siemens Healthineers' recruitment is internally managed, with external support permitted only when a qualified supplier has established a formal contract with us. Unsolicited candidate submissions and referrals, absent a current supplier contract, do not establish consent and are ineligible for fees. We delete and destroy unsolicited information, thus, would recommend you refrain from any such practices. Your adherence to our policies is appreciated.