Do you want to join us in helping to fight the world's most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere. We offer you a flexible and dynamic environment with opportunity to go beyond your comfort zone in order to grow personally and professionally. Sounds interesting? The come and join Malaysia team as Customer Care Manager to coordinate all Service operations and delivery activities. You will implement rules and regulations and lead the Service Operations and Delivery team. Your task and responsibilities: You will be responsible to establish, maintain and control all functional operation of a Customer Care Center (CCC) and implement the required Service Support Process SERVOR (Registration, dispatch, spare part logistic, service confirmation) You will set key performance parameter (KPI) as required by HC standards, related to product data, installed base and service performance You will support the various CS department heads in improving their respective processes and integration as a whole, organize/perform tests, training, and change management initiatives for any process/IT change and project, in order to ensure proper handover within CS organization You will initiate and follow up on business required system changes and enhancements, coordinate various departments and IT service providers if required You will maintain transparency on Organizational, Process and System maturity You will ensure the implementation, roll out and systematic usage of CS operational performance parameters using local and global data bases and business warehouses You will ensure coordination of initiatives and resources between HQ, RHQ, CIO etc and local organization for any process & IT related, eg Magellan, cSPR, SAS dashboard. You will support company digitalization & productivity initiate You will drive the Operations KPI related to CCC and do continues improvement To find out more about the specific business, have a look at https://www.siemens-healthineers.com/ Your qualifications and experiences: You hold Degree preferably in Biomedical Engineering, Business administration or equivalent, Master degree (added advantage) You have at least 3 years of experience in Customer Service/Call Center Management in medical industry You have an open mind in leading continuous CCC improvement, initiative, collaboration and communication with other department You have a strong understanding on Customer Service process and understand how to implement them You have a strong analytical skill using Microsoft excel and able to use Microsoft Word Microsoft Power Point You have additional knowledge in SAP, Power BI will be advantage You have experience in managing, leading & motivating teams and individuals You have experience in handling customer complaints & satisfaction Your personality and skills: You possess good analytical skills and knowledge of problem-solving techniques You possess strong communication skills in the English language (written and spoken) Our global team: We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways. Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Organization: Siemens Healthineers Company: Siemens Healthcare Sdn. Bhd. Experience Level: Experienced Professional Job Type: Full-time