Customer Services Head Switzerland

Siemens Schweiz AG; Zürich; Vor Ort; CHF 130’000 - 170’000; Vollzeit

Zusammenfassung

A leading medical technology company in Zurich is seeking a Country Service Head to lead service excellence and drive customer satisfaction within the Laboratory Solutions division. The ideal candidate will have extensive experience in service operations, people management, and a strong background in diagnostics. Proficiency in German, French, and English is required. This role offers the opportunity to shape the future of healthcare through innovative solutions.

Qualifikationen

• 5-10 years’ experience in service operations.
• 3-5 years of direct people’s management.
• Experience in Diagnostics business is a must.

Aufgaben

• Lead service excellence and customer satisfaction.
• Manage Territory Service engineers and ensure support delivery.
• Develop budgets for Operations and manage cost improvement initiatives.

Kenntnisse

Leadership skills

Effective communication

Data analysis

Time management

Administration skills

Ausbildung

University degree

Jobbeschreibung

Location: Zürich, Switzerland.

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.

At Laboratory Solutions (LS), we’re shaping the future of diagnostics with smart automation, digital innovation, and reliable lab systems that improve patient outcomes and empower healthcare professionals.

We’re looking for a Country Service Head Switzerland, Laboratory Solutions (LS) Customer Services (CS) to lead service excellence, drive customer satisfaction, and deliver tailored solutions that meet local market needs. This pivotal role blends leadership, innovation, and collaboration—backed by Siemens Healthineers’ global expertise.

Enjoy a flexible, dynamic environment where you can grow beyond your comfort zone—personally and professionally.

Ready to make an impact? Come and join our team!

This position reports to the Head of LS Central-Eastern Europe (CEE) Zone for Customer Service and has the following goals and responsibilities:

Your tasks and responsibilities:

• Work with CBL (Country Business Lead for LS) to ensure customer satisfaction with our instruments, supplies and services
• Manage Territory Service engineers / Application Specialists / Team Leads ensuring that they are equipped to - and capable of - supporting delivery according to the Customer Satisfaction and contract obligations achieving operational KPI's.
• Managing the Key account relationship from service perspective in the country to ensure close alignment with CBL to grow our Share of Wallet (SOW) at account level.
• Continuously improving the cost at high-cost accounts by utilizing the Cost dashboards and working closely with CBL to agree on an action plan.
• Ensure tools and infrastructure is in place to meet LS (Lab Solution) business objectives and manage the process delivery to the field and our customers.
• Working closely with Zone Head and Zone supporting functions in supporting the HQ objectives and goals with regards to KPIs and operational excellence and efficiently.
• Ensure that Service KPI is within the given target and drive initiatives to increase the productivity and document these projects in our dedicated tools.
• Design, implement and continuously improve operations processes to ensure a high quality of service, contract obligations are met, internal requirements are met (information tracking, reporting, costing etc.), and financial targets achieved.
• Work with CBL (Country Business Lead for LS) to develop and action budgets for Operations, including budgets for capital expenditure required to ensure operations are correctly equipped with tools, spares, and test equipment.
• Support develop and implement strategic directions in Healthcare IVD with CS management and Exec management.
• Implementing the service budgets by including the installed base development, the contractual/non-contractual work and service sales programs in accordance the defined Healthcare target agreements within the selected country/Countries.
• Working closely with Local Finance teams to identify Service costs improvement initiatives and align with CBL to develop a plan to reduce the service costs.

Your qualifications and experience:

• 5-10 years’ experience in service operations.
• 3-5 years of direct people’s management
• University degree is advantage.
• Experience in data analysis and reporting.
• Familiar with finance data and evaluations.
• Experience in Diagnostics business is MUST.

Attributes and skills:

• Leadership skills (Couching, Mentoring. Motivating).
• Native living in Switzerland with proficiency in German, French and English is a must. further European languages like Italian or other CEE country languages are plus.
• Project management skills is an advantage.
• Very strong Administration skills and structures follow up thinking.
• Effective communication skills as well as high social skills, openness, and tolerance, can do- mentality, structured work methods, strong analytical skills, good time management and very good sense for numbers complete your profile

Who we are:

We are a team of more than 73,000 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.

Equal Opportunity:

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

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