Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.
At Siemens Healthineers, 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.
Our broad portfolio includes enterprise imaging IT, AI-powered decision support, as well as eHealth and patient engagement solutions. It comprises business intelligence, performance management tools and tele operations solutions, innovative cardiology IT, digital pathology as well as diagnostics IT and lab automation.
Apply now for
Operation/Technical Solution Centre Manager, Lab Diagnostics role, and you will actively drive the strategic direction optimizing support operations to enhance customer experience and satisfaction.
Your Role:
- You will ensure the delivery of services at operational level with respect to process adherence, service quality and Service Level Agreement with Customers.
- You will manage the organization unit assigned and lead and coordinate dedicated management and staff.
- You will oversee the implementation and utilization of support tools and technologies that streamline customer support processes.
- You will ensure that customer interactions are handled with care and professionalism, aiming to enhance customer satisfaction and retention. This often involves handling escalated issues and maintaining awareness of major customer concerns.
- You will ensure operational performance through adherence to CS processes and the Siemens Healthineers Quality System.
- Generate detailed reports on customer support performance and using data analytics to make informed decisions. This often involves analyzing trends and patterns in customer interactions to identify areas for improvement.
Job responsibilities:
Reactive service - Incident management:
Monitor ticket status and release Dispatch on timely manner (follow up calls) Oversee Escalation ticket process and follow up action for complete closure Manage PPI/PSI Complaints escalation and coordinate with stakeholders on resolution plans Daily breakdown report / Pending task closure report review Follow up parts ETA for MS call Hotsite detection, escalation, and restoration activities.
MM - preventive maintenance:
Oversee PM plan execution (SAP New Process)
PPK kit ordering and withdraw management
Monthly PPM status report.
Installation Project:
CS related scheduling, update and handover meeting
Coordinate and support instrument restoration / redeploy used instrument /parts ordering.
Upgrade/Update management:
Manage MU overview, progress follow up
Manage MU kits ordering
Spare part management - CS logistic:
Oversee and supporting Special Task
Sales Support, DEMO, BP Support, PROA system health monitoring
Approve request & ensure CSE/Apps use the correct ticket Parts management / logistic Configure and maintain MRP
Trunk Stock monitoring - monthly report
Assists to provide catalogue for Custom clearance
Assists CSE to trace spare parts movement during urgent case
Business support
Assists in Spare parts / PPM kit quotation (provide information)
PO Invoicing support
Support OTC / Service FI in setting up Contract Shell / Service Contract
3rd party vendor management
Service Request
Coordinate business partner claim management LD and POC
Manage vendors PR / PO / claim documentation follow up
Operation excellence
Lead and support audit and compliance processes
Manage TSC team
Reporting service KPI and work around plan - FVFR, GRRR, MTBF etc
Productivity - measure and update OPW reports
Oversee SAP Workpool Clearing
Maintain Ibase records
Manage end to end service workflow
Your Expertise:
- You have successfully completed a Degree in Engineering or equivalent fields.
- You have minimum 7 years of experience in the customer services environment and managing customer satisfaction in complex matrix organizations.
- Healthcare experience would be highly added advantage a keen analytical mind for interpreting performance metrics and customer data, this involves identifying trends, potential issues, and areas for improvement through data-driven decision-making.
- You are familiar with support technologies such as Power BI, SAP, MS excel, MS PowerPoint, ticketing systems and analytical tools.
- You understand how these technologies work together to streamline support processes is crucial. strong leadership skills that are essential for managing and inspiring a support team. This includes the ability to delegate tasks, provide constructive feedback, and foster a positive team environment.
To find out more about the specific business, have a look at https://www.siemens-healthineers.com/en-my
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.
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.
