ES Operations Manager

Siemens Healthineers AG; Riyadh; On-site; SAR 1,200,000 - 1,800,000; Full time

Job summary

Siemens Healthineers in Riyadh region seeks a seasoned operations leader to drive exceptional service performance and customer satisfaction across the Customer Care Center. You will lead cross-functional teams, monitor KPIs, and ensure compliance with safety and regulatory standards while optimizing processes and budgets.

The role emphasizes escalation handling, SPIRIDON ERP usage, and data-driven decision making to sustain profitable service operations and high-quality outcomes for customers.

Qualifications

• Proven experience in operations management, preferably within ES sector.
• Strong leadership and team management abilities.
• Excellent problem-solving and decision-making skills.
• Ability to analyze operational data and generate insights.
• Experience with project management tools and methodologies.
• Knowledge of industry regulations and compliance standards.
• Ability to manage budgets and resource allocation.
• Adaptability to changing business environments.

Responsibilities

• Ensure consistently high operational performance to achieve customer satisfaction.
• Manage and follow up on customer complaints, ensuring timely resolution and preventive actions.
• Foster a customer-centric culture within the service team.
• Ensure the full functionality and day-to-day operation of the Customer Care Center (CCC).
• Implement and monitor the SERVOR process.
• Provide qualified resources for pre-clarification, technical support, and application inquiries.
• Define and supervise the escalation process
• Introduce, maintain, and operate the ERP/Service Management System (SPIRIDON).
• Ensure proper data entry and collection for every service incident.
• Generate and submit key performance indicators (KPIs) as required by Siemens Healthineers standards.
• Support digital service tools integration where applicable.
• Provide regular operational reports to regional management, including service situation summaries and escalation updates.
• Ensure compliance with safety, quality, and regulatory standards.
• Ensure commercial efficiency and profitability of the service operation within the project scope.
• Review and analyze technical and financial performance (Scorecards, dashboards, cost KPIs)

Skills

Operations management

Leadership

Problem solving

Process optimization

Data analysis

Communication

Project management

Regulatory compliance

Budget management

Adaptability

Job description

Job Requirements

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

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.

In This Role You Will

• Ensure consistently high operational performance to achieve customer satisfaction.
• Manage and follow up on customer complaints, ensuring timely resolution and preventive actions.
• Foster a customer-centric culture within the service team.
• Ensure the full functionality and day-to-day operation of the Customer Care Center (CCC).
• Implement and monitor the SERVOR process.
• Provide qualified resources for pre-clarification, technical support, and application inquiries.
• Define and supervise the escalation process
• Introduce, maintain, and operate the ERP/Service Management System (SPIRIDON).
• Ensure proper data entry and collection for every service incident.
• Generate and submit key performance indicators (KPIs) as required by Siemens Healthineers standards.
• Support digital service tools integration where applicable.
• Provide regular operational reports to regional management, including service situation summaries and escalation updates.
• Ensure compliance with safety, quality, and regulatory standards.
• Ensure commercial efficiency and profitability of the service operation within the project scope.
• Review and analyze technical and financial performance (Scorecards, dashboards, cost KPIs)

Work Experience

• Proven experience in operations management, preferably within the ES (Engineering Services) sector
• Strong leadership and team management abilities
• Excellent problem-solving and decision-making skills
• Proficiency in process optimization and workflow management Ability to analyze operational data and generate actionable insights
• Strong communication and interpersonal skills
• Experience with project management tools and methodologies
• Knowledge of industry regulations and compliance standards
• Ability to manage budgets and resource allocation effectively
• Adaptability to changing business environments and priorities

Benefits

Who we are

We are a team of more than 74,000 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.