Head of Customer Service

Job Requirements

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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.

Apply now for the position of 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 busine...