Healthcare Service Operations Manager (Customer Care)

Siemens; Saudi Arabia; On-site; SAR 300,000 - 540,000; Full time

Job summary

Siemens Healthineers in Saudi Arabia seeks an experienced Operations Leader to drive service performance across the Customer Care Center. You will lead teams, manage escalations, and ensure adherence to safety and regulatory standards while optimizing costs and KPIs.

The role focuses on process optimization, ERP/SPIRIDON implementation, and delivering exceptional customer satisfaction through proactive management and collaboration with regional teams.

Qualifications

• 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 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.

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

Leadership

Problem solving

Communication

Data analysis

Adaptability

Project management

Tools

SPIRIDON

ERP systems

Job description

Siemens Healthineers in Saudi Arabia seeks an experienced Operations Leader to drive service performance across the Customer Care Center. You will lead teams, manage escalations, and ensure adherence to safety and regulatory standards while optimizing costs and KPIs.

The role focuses on process optimization, ERP/SPIRIDON implementation, and delivering exceptional customer satisfaction through proactive management and collaboration with regional teams.