Head Of U.S. Service Operations, Point Of Care Diagnostics - Remote Eligible

Head Of U.S. Service Operations

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.

The Head Of U.S. Service Operations is responsible for the full post-sale customer lifecycle within Siemens Healthineers' Point Of Care Diagnostics business in the United States. This includes leadership over customer success, field service, and informatics implementation teams. This role ensures operational excellence, seamless customer onboarding, technical performance, and customer satisfaction across the installed base. The head of service acts as the central architect of customer experience, ensuring alignment with commercial, technical, and strategic objectives.

Key Responsibilities:

• Set strategic direction and operating model for national post-sale service functions. Responsibilities include active management of the installed base, application support, customer training, customer education, and complex installation project management responsibilities along with traditional field service break fixes and business partner engagement and management.
• Lead and develop service leadership team across customer success, field service, and implementation.
• Establish KPIs and accountability for customer onboarding success, service quality, system uptime, and customer retention.
• Ensure alignment between pre-sale expectations and post-sale delivery in collaboration with sales and marketing.
• Partner with revenue operations to track installed base health, performance trends, and expansion opportunities.
• Serve as executive escalation point for complex customer issues.
• Represent service in executive planning forums, strategic account reviews, and go-to-market alignment sessions.
• Liaise with headquarter functions to support and implement serviceability requirements in new diagnostic product designs and commercial products.
• Actively seek feedback from customers to maximize customer satisfaction.
• Define execution plans to support the End-of-Life (EOL) and End-of-Support (EOS) phases of products

Team Leadership And Development:

• Lead, coach, and mentor a team of service personnel, fostering a culture of customer excellence.
• Monitor performance metrics, provide feedback, and implement developmental plans to drive continuous improvement and career growth.
• Develop a long-term strategy for hiring, training, and building a high-quality service team to increase customer retention and profitability.
• Identify and prepare candidates for promotion and additional responsibilities.
• Lead change initiatives to align the team with organizational goals.

Strategic Relationships And Collaboration:

• Collaborate cross-functionally with Marketing, Product Management, Sales, Education, and Enterprise Solutions teams to drive business opportunities.
• Actively partner with Sales Excellence Team to align tools, execution plans, and processes for a comprehensive view of customer lifecycle including account expansion opportunities and risks.
• Define and implement the customer service strategy in alignment with the global POC customer service strategy.
• Assure operational performance through the respective CS processes, incl. adherence of processes to standards and regulations.
• Serve as a member of the POC customer service leadership team.

Business Planning And Process Improvement:

• Contribute to budget planning and strategic company target agreements to ensure team and organizational success.
• Collaborate with the US Leadership Team to enhance internal processes for best-in-class execution and exceed customer expectations.
• Work with product management and sales to ensure future offerings meet or exceed customer needs.
• Determine best practices that enhance customer experience and support scalable expansion throughout the United States.

Travel Requirements:

• Field travel as needed to gain direct customer insights and ensure service excellence across the team.

Qualifications:

Education:

• Bachelor's degree in Business Management, Marketing, Life Sciences (e.g., Medical Technology, Biology, Clinical Chemistry), or equivalent required.

Experience:

• 10+ years of experience in a complex service environment (e.g., onsite and remote installations, on premises informatics solutions).
• 7+ years of experience leading, developing, training, and mentoring direct reports with documented success.
• Proven track record leading service teams in medical devices, diagnostics, or healthcare.
• Demonstrated success in meeting or exceeding service targets and large account development.

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.

The annual base pay for this position is: Min $167,700 - Max $251,500 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.