Head Of Customer Service

Siemens Healthineers AG; Lahore; On-site; PKR 6,000,000 - 9,000,000; Full time

Job summary

Siemens Healthineers in Lahore, Pakistan, seeks a senior leader to head Pakistan Customer Services, with full P&L responsibility and strategic oversight of service delivery, transformation initiatives, and budgeted performance. You will align with regional/global priorities, drive revenue growth, and ensure high customer satisfaction across the installed base.

The role requires proven leadership in a country-level service business, strong commercial acumen, and the ability to collaborate with

Qualifications

• Engineering degree with 10+ years in healthcare.
• Proven experience managing a country-level service business with P&L.
• Ability to lead transformation and performance turnaround.
• Strong commercial acumen in service revenue, margins, pricing.
• Experience influencing senior stakeholders in a matrix org.
• Senior leadership with strategic and operational focus.
• Proficient in English and Urdu.

Responsibilities

• Lead the Pakistan Customer Services team as an economic unit within a process-oriented organisation.
• Maintain highest customer satisfaction within Siemens Healthcare Customer Services.
• Expand healthcare competitiveness with professional services to ensure customer satisfaction.
• Achieve financial targets by following country and zone objectives.
• Own and drive full CS business performance for Pakistan, including revenue growth and margin improvement.
• Ensure efficient service operations within quality and process framework.
• Lead team development and manpower planning aligned with installed base development.
• Drive CS revenue and market coverage through market intelligence and pricing.

Skills

Leadership

P&L management

Stakeholder management

Change management

Strategic thinking

English & Urdu proficiency

Education

Engineering degree

Job description

Job Description:

Job Requirements

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Head of Customer Service based in Lahore, Pakistan.

In this position you will lead the Pakistan Customer Services organization and have full Profit & Loss responsibility for the country CS business.

This role has evolved from an operational service leadership position into a country-level business leadership role with full accountability for Customer Services strategy, financial performance, transformation execution, stakeholder management, and alignment with regional and global priorities.

Your Role

• Leading the Customer Services team as an economic unit within a process-oriented organisation including holding disciplinary responsibility for all CS staff.
• Maintain highest customer satisfaction within the framework of Siemens Healthcare Customer Services
• Expanding Healthcare competitiveness with professional services to ensure highest customer satisfaction.
• Following country and zone defined business objectives and achieving financial targets
• Own and drive the full Customer Services business performance for Pakistan, including revenue growth, profitability, cost productivity, installed base monetization, contract penetration, and margin improvement.
• Implementing service budgets by including installed base development, contractual/non-contractual work and service sales programs in accordance with target agreements
• Ensure highest technical, operational and financial performance of equipment services and maintenance, upgrades and updates of medical equipment according to technical specifications
• Ensure effective and efficient service operations within the Siemens Healthineers quality and process framework (call handling, clarification, dispatch, spare part logistics, etc.)
• Lead team development and ensure required manpower planning in line with installed base development and financial performance
• Ensure efficient execution of all CS Business Management processes to drive CS revenue and market coverage, including: Market intelligence and transparency, Customer analysis and business potential identification, Service portfolio, offerings and pricing and Contract management.
• Ensure extensive sales support to the local sales organisation & business line management including technical collaboration and knowledge transfer during sales offers and projects
• Managing all external service partner processes within the local and HQ framework
• Manage education services ensuring external and internal customer satisfaction.
• Drive education business development as well as driving synergies between the CS and Sales organizations.
• You will identify and drive improvement initiatives together with the MEA CS zone organization. You will contribute to zone- and HQ-driven activities and support the country CS organization in adapting these initiatives to their specific needs to ensure successful implementation.
• Lead the transformation of the CS organization by identifying structural, operational, and capability gaps, driving process standardization, improving productivity, and embedding sustainable performance management practices.
• You will align central and local service delivery for MEA, ensuring that processes, tools, and teams are harmonized and meet the requirements needed to deliver top‑quality service and ensure customer satisfaction.
• Act as the senior CS representative for Pakistan & Afghanistan with key internal and external stakeholders, including country leadership, regional CS leadership, Business Line management, strategic customers, and external partners.
• Build a future-ready CS organization by developing leadership depth, succession pipeline, technical capabilities, commercial mindset, and cross-functional collaboration across Sales, Finance, Logistics, Quality, and Business Lines.
• You act as a change agent and are able to motivate others with your positive attitude.
• The position requires a senior leader who can operate at both strategic and operational levels, moving beyond routine service management to drive business growth, transformation, and long-term organizational capability.

Work Experience

• Engineering Degree with at least 10 years’ experience in the Healthcare industry.
• Proven experience managing a sizeable country-level service business with direct P&L accountability.
• Demonstrated ability to lead business transformation, organizational change, and performance turnaround.
• Strong commercial acumen, including experience with service revenue growth, margin management, pricing, contract strategy, and installed base development.
• Experience influencing senior internal and external stakeholders in a matrix organization.
• Ability to operate beyond day-to-day operations, with strategic, financial, and people leadership ownership.
• Strong interpersonal and communication skills and a positive, solution‑oriented attitude.
• Experience in handling difficult situations including critical customer situations
• Deep understanding of customer service processes within the medical technology industry
• Proven experience in leading improvement initiatives
• Ability to build trust‑based and collaborative relationships at all levels.
• You are a team player and open to feedback.
• You are sensitive to cultural diversity and demonstrate a high degree of self‑reliance
• You show strong flexibility combined with above‑average motivation and a willingness to take on responsibility.
• You are proficient in English and Urdu.

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.

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 alerts that will keep you posted about new opportunities.